Our networks let you create and manage your own branded channel on the Knowledge Hub digital collaboration platform. Effectively communicate, collaborate and connect with stakeholders, members, partners and employees using communities of practice and social collaboration tools to build a flexible mixture of accessible, open groups and closed intranet-style workspaces.
- Trusted, secure (https), UK-hosted collaboration space within Knowledge Hub.
- Flexible access controls and management allowing intranet and extranet.
- Your branding across all network pages and groups.
- Create your own open, restricted and private collaboration groups.
- Content manage your own network information page.
- Collaboration tools: discussion forums, document management, polls, wikis, member communications.
- Monitor and manage your network using tailored reports and analytics.
- Fully mobile responsive, unlimited data storage.
- APIs and social login supporting integration with other systems.
- Affordable annual subscription; no set-up, hosting or maintenance fees.
- Improved efficiency, less email traffic, pooled knowledge and resources.
- Increased productivity, time and money saved, less duplication.
- Silos broken down through internal and external knowledge sharing.
- Raised brand profile within your network and beyond.
- Improved two-way communication and engagement with employees and partners.
- Opportunities to develop skills: knowledge management, facilitation, digital collaboration.
- Quick set-up time: established within a few days.
- Expert technical, online community and knowledge management support.
- Community-led development path and platform-wide upgrades.
- Opportunities to generate revenue through income share model.
£3000 per unit per year
- Education pricing available
- Free trial available
+44 (0) 798 999 6205
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|Service constraints||Scheduled maintenance takes place outside of the standard service hours of Monday-Friday 08:30-17:30. Planned maintenance downtime is always advertised in advance, and outside of these windows the service is normally available for use 24x7.|
|System requirements||No specific requirements, but up-to-date web browsers preferable.|
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 and we aim to respond to all enquiries as soon as possible, usually within one hour.
Incident handling service levels are as follows: Priority 1 (service down), response time - 1 hour, target resolution - 4 hours; priority 2 (service severely degraded), response time - 4 hours, target resolution - 2 days; priority 3 (non-essential features impaired), response time - 12 hours, target resolution - 7 days; priority 4 (little impact on services), response time - 24 hours, target resolution - next maintenance release.
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|Web chat support||No|
|Onsite support||Onsite support|
As stated above, full UK-based helpdesk services are provided Monday to Friday 08:30-17:30 free of charge. Our helpdesk is staffed by a team of experienced community managers, who are not only able to advise on functional use of the Knowledge Hub, but can also provide advice and guidance on how to run a successful online group. See information below covering onboarding for more information.
Digital network clients also have access to a named account manager who supports them through the set-up process, helps with platform familiarisation for network managers and group facilitators and assists with any issues.
|Support available to third parties||Yes|
Onboarding and offboarding
Digital network clients have access to a named account manager who guides them through the network set-up process, helps with platform familiarisation for network managers and group facilitators and assists with any issues. This is usually a mixture of face-to-face meetings and online webinar sessions.
There is a broad range of free help resources available to all members of the Knowledge Hub via the help pages.
Anyone new to managing an online group is provided with comprehensive information free of charge about how to administer their group together with helpful tips and advice on growing and managing online communities. All group administrators are invited to join the Online Facilitators Community that offers extensive advice not only from Knowledge Hub’s experienced team of community managers but also from facilitators across the wider Knowledge Hub community. Walkthrough webinars are also available for group administrators to familiarise themselves with group features.
On-site, one-day training courses covering online community management are available at additional cost. (See Knowledge Hub Digital Community & Knowledge Management Training)
|End-of-contract data extraction||
Any files uploaded to folders within group libraries can be easily downloaded in zip files.
A network member list can be downloaded via the network management reports.
Other group and network data can either be manually copied, or could be provided as an encrypted zip file (see next question for additional detail).
When the service is no longer required, subject to legislation, including General Data Protection Regulations, a backup of all appropriate data and file content can be provided on request in encrypted zip format. Any extraction or migration of data would usually carry an additional charge depending on amount of data and format required.
Once it is decided that a Knowledge Hub network should be deleted, all organisational branding, information pages, groups and their content will be removed from the site within an agreed period.
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 mobile service is a responsive version of the main site. Web pages are displayed in an appropriate format for the device screen width. The service can be accessed on Android, iOS and Windows Phone.|
|Accessibility standards||WCAG 2.0 AA or EN 301 549|
|Accessibility testing||The service is accessible through web browser software on desktop, tablet or mobile devices, over the Internet. User interfaces are implemented and tested to WCAG 2.0 AA guidelines. Screen reader testing is completed as part of the SDLC.|
|What users can and can't do using the API||Knowledge Hub members may use the API to display collaboration group content on external sites. Knowledge Hub Digital Network Clients may also have access to view, create, edit and delete any entity their user account has permissions to perform those actions on.|
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||
A digital network is your own branded ‘slice’ of Knowledge Hub, meaning several site elements can be customised according to your organisational look and feel. Customisable features include the colour of the main navigation bar and home button, which take on your organisational branding and avatar when the network is activated, and when any network group is displayed. You can also add your organisational logo on your network information page along with key details about your network and your organisation.
Knowledge Hub system administrators create the network with relevant colour palette and branding, but the network information page is managed by you – the network owner. These details are added via a network settings area using a full text editor to make publishing as easy as possible.
In addition, group administrators may add a logo or image to their group to enable it to stand out and identify it. Uploading a logo is straight forward using an image picker to select an image file from your desktop. Other customisations such as renaming group elements, or pulling in Twitter and RSS feeds are possible on request, as they are done by a Knowledge Hub system administrator.
|Independence of resources||The service is proactively monitored and auto-scaled.|
|Service usage metrics||Yes|
Network managers and group administrators can add a Google Analytics code to their networks and groups in order to monitor sessions, visits, page impressions etc. They can access this through their own GA dashboard and account.
Network clients can access a set of downloadable management reports within Knowledge Hub, providing details of network and group membership and social activity. Individual group administrators can also access group management reports, providing details of group membership and social activity.
|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||Supplier-defined controls|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||‘IT Health Check’ performed by a CHECK service provider|
|Protecting data at rest||Other|
|Other data at rest protection approach||All data encrypted at rest using AES-256.|
|Data sanitisation process||Yes|
|Data sanitisation type||
|Equipment disposal approach||In-house destruction process|
Data importing and exporting
|Data export approach||
Any files uploaded to folders within a group library can be easily downloaded in a zip file.
A network member list can be downloaded via the network management reports.
Other group data can either be manually copied, or could be provided as an encrypted zip file (see previous question for additional detail).
The platform also has built-in export tools to download a compressed archive of data (LAR file).
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||TLS (version 1.2 or above)|
|Data protection within supplier network||TLS (version 1.2 or above)|
Availability and resilience
|Guaranteed availability||We provide at least a 99.9% uptime service availability level. Availability excludes agreed scheduled maintenance events, customer-caused or third party-caused outages or disruptions, or outages or disruptions attributable in whole or in part to force majeure events.|
|Approach to resilience||Redundancy across all application tiers, spread across multiple physical data centres.|
|Outage reporting||Incidents such as an unexpected break in service are reported on directly to network clients via email. We also use our KHub Connects group as a place for open feedback about the service. Any member of the Knowledge Hub may report a problem with the service for investigation via our helpdesk, which operates Monday to Friday 08.30-17.30.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Users login with a username and password or sign in via federated authentication method, such as Google, Linkedin, or any OpenId Connect provider.|
|Access restrictions in management interfaces and support channels||
Access to network management interfaces within all Knowledge Hub Digital Networks are allocated by system administrators to network managers only via defined role permissions.
Network managers may specify those members allowed access to intranet areas of the network.
Access rights to management interfaces within all Knowledge Hub Digital Collaboration Groups are allocated to group facilitators only via defined role permissions. Group facilitator permissions can be allocated by system administrators, or for groups within networks, by the network managers of that network.
|Access restriction testing frequency||At least every 6 months|
|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||Yes|
|Who accredited the ISO/IEC 27001||Bureau Veritas|
|ISO/IEC 27001 accreditation date||03/02/2017|
|What the ISO/IEC 27001 doesn’t cover||The scope of the certification covers all areas of security management.|
|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||Yes|
|Security governance standards||ISO/IEC 27001|
|Information security policies and processes||We follow ISMS standards and processes.|
|Configuration and change management standard||Supplier-defined controls|
|Configuration and change management approach||Change Control Policy and Procedure – specifies the scope and process for change control of our organisation’s information processing facilities for hardware, software and devices.|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||All components within the stack (infrastructure and software) are continuously tested for vulnerabilities. We are alerted of any detected vulnerabilities by third party suppliers, and take action on a timescale commensurate with the severity.|
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||Services are monitored continously, with alerting to the support team, who assess the potential compromise and undertake corrective action according the severity threat level.|
|Incident management type||Supplier-defined controls|
|Incident management approach||Managed through our support desk. The CSO and ISO ensure appropriate action taken in accordance with ISO27001 Incident management policy.|
|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||£3000 per unit per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||A free trial network can be set up in our test site for a limited period of up to 60 days in order for potential clients to assess the network capability and tools.|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|