Groop - Community Management Platform
Groop is a knowledge based, socially focused business. Our software is purpose built for organisations to support the management of their networks of volunteers, groups, clubs, events & projects.
Our unique, all-in-one platform, enabling seamless communication, delivering robust data compliance and helping you achieve your governance and safeguarding standards.
- Communication tools
- Online payments
- Online resources library/governance
- Cloud based platform
- Cloud storage
- Event management
- Management your network - communications, people, governance and data
- Outcome and bespoke reporting tools
- UK based support
- UK Sovereign Server Hosting
- Easily communicate with your network - chat, share, 'like', connect
- Manage and collect payments, subscriptions and event costs -
- Safeguard and Quality Assure your network
- Accessible anytime, anywhere
- Online customer support for users
- Best practice guidance and advice
- Enhance your efficiency and improve sustainability
- Performance monitoring, output/outcome reporting and data analysis
- Evidence data to plan, monitor and evaluate
- Adhere to best GDPR practice
|Software add-on or extension||No|
|Cloud deployment model||Community cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||On average 2.5 hours including weekends.|
|User can manage status and priority of support tickets||No|
|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||None or don’t know|
|How the web chat support is accessible||Web chat is accessible from all areas of our platform. Automated responses direct user to support articles first before connecting to a live agent.|
|Web chat accessibility testing||None|
|Onsite support||Yes, at extra cost|
|Support levels||We provide just one level of support currently to all users. We do not provide differentiated support levels - there is no cost specific to support. We may provide a technical account manager or cloud support engineer on an as required basis.|
|Support available to third parties||Yes|
Onboarding and offboarding
We have an comprehensive on-boarding process for our customers, additionally we can deliver onsite workshops and ‘train the trainer’ days for organisations at an additional cost.
Users have 24/7 access to our knowledge base and are supported via the platform, online chat, email and phone.
|End-of-contract data extraction||Users can extract data as a CSV file.|
|End-of-contract process||At end of contract, clients are offered all their data in an appropriate and secure form. There may be an additional cost for this. We will delete or obfuscate historic data depending on requirement.|
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||The platform is responsive and designed to work across all devices.|
|What users can and can't do using the API||API connection and functionality is available on request.|
|API sandbox or test environment||No|
|Description of customisation||Users, depending on permission levels, are able to customise certain areas. Users can customise labelling, data fields and library/governance materials - by adding taxonomies, library content, cloud content. We are also able to brand our platform to meet your organisation's needs, at an additional cost.|
|Independence of resources||
Groop has been built from the ground up using an API centric model, enabling it to be utilised as a scalable platform from day one, giving the the ability to build an even more connected network, enabling engagement with existing CRM style applications for example.
Designed from day 1 as a scalable and resilient architecture that is capable of handling millions of users and securely stores client data in separate databases.
This model allows separate services to be developed in tandem and easily integrated.
|Service usage metrics||Yes|
|Metrics types||Service metrics include a wide range of event management and membership records. Demographics, geo mapping and frequency and impact within data parameters. Other parameters can be applied by the user with a range of tagging options. These metrics are available in real time for users.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|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||Managed by a third party|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||In-house|
|Protecting data at rest||
|Other data at rest protection approach||Physical access control to the datacentre and cloud platform, conforming to ISO27001 standards. In addition, any sensitive data is encrypted.|
|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 export approach||Users have access to self serve reporting currently downloadable as CSV files.|
|Data export formats||CSV|
|Data import formats||CSV|
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||
|Other protection within supplier network||Private VPC|
Availability and resilience
We currently achieve 99.9% availability on our platform. Any planned developments are released outside office hours to minimise disruption to user experience.
We ensure a minimum 98% availability in our SLA. We do not have a refund policy and in six years of operation we have never delivered below 99.9% availability.
|Approach to resilience||Groop make use of multiple regions and availability zones within UKCloud, ensuring that the N+1 architecture is deployed across these regions and zones to reduce the risk of an outage causing any down time for the users. In the event of a catastrophic outage, the entire platform Is backed up to a different geographic location and can be re-deployed automatically within minutes.|
|Outage reporting||Email alerts to our user base.|
Identity and authentication
|User authentication needed||Yes|
|User authentication||Username or password|
|Access restrictions in management interfaces and support channels||All administrative access is controlled and logged via a secure VPN with each user having their own user account and secure private key.|
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
Audit information for users
|Access to user activity audit information||No audit information available|
|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||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||No|
|Security governance approach||
Our Innovation and Insight Director is responsible for and regularly reviews our security policies and procedures.
Groop is a registered data controller with the ICO.
Our server provider is ISO27001 certified.
|Information security policies and processes||
We have a security policy last updated in January 2019. An extract includes…
Ultimate responsibility for information security rests with the Chief Executive of Groop but on a day-to-day basis the Innovation and Insight Director and Head of Customer Support shall be responsible for managing and implementing the policy and related procedures.
Line Managers are responsible for ensuring that their permanent and temporary staff and contractors are aware of:-
The information security policies applicable in their work areas
Their personal responsibilities for information security
How to access advice on information security matters
Regular reporting is to Board level via the responsible Directors.
|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||
All development and update work is planned and communicated to our users. Release versions and dates are within these communications.
Our platform and planned developments are all tracked through their lifetime using our project management tools and workflows. All areas are constantly assessed for security impact. New features and developments are fully tested in a test environment prior to delivery.
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||Groop conforms to the ISO20000 and ITILv3 approach to operational management of their platform. Standard change controls, incident management and service management processes are in place.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Groops platform is protected by a GPG13 compliant protective monitoring service. Groop conforms to the ISO20000 and ITILv3 approach to operational management of their platform. Standard change controls, incident management and service management processes are in place.|
|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||ISO20000 and ITILv3 management approach.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||Yes|
|Other public sector networks||Potentially through our API on request.|
|Price||£8.33 to £16.67 per unit per month|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||Included are all the features of the Groop platform. Free 30 day trial per independent clubs and groups.|
|Link to free trial||https://groop.com/request-a-trial/|