Connect Internet Solutions Ltd

Piwik self hosted, open source web analytics

Piwik’s open source web analytics software provides JavaScript-based visitor tracking and is self-hosted thereby giving essential clickstream, campaign and goal tracking along with security of hosting. We provide a complete Piwik web analytics service including secure installation, configuration, training and regular reporting and analysis.


  • JavaScript-based visitor tracking
  • Installation and configuration


  • Supports self-hosting
  • Provides reporting and analysis


£284 per instance

Service documents

G-Cloud 10


Connect Internet Solutions Ltd

Janet Symes

+44 (0) 1512824321

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Typically we would expect a single VM server to be able to handle small to medium-sized website deployments with from 0-50 concurrent web users.

For larger site deployments speak to our account manager to discuss increasing capacity. There are no page view, data storage or collection limits with Piwik; and subject to server resources it can track between 100,000–500,000 daily page views.

The service deployment model used is that of private cloud.

The platform will consist of:
• VM Server hosting Piwik analytics software
• Firewall rules allowing access to the Piwik system to allow capturing of web statistics
System requirements
  • Webserver such as Apache, Nginx, IIS, etc.
  • PHP version 5.1.3 or greater
  • MySQL version 4.1 or greater
  • (enabled by default) PHP extension pdo/pdo_mysql, or mysqli extension

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Target response time:
2 hrs for critical support requests during normal working hours;
4 hrs for non-critical support requests.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Yes, at extra cost
Support levels Included:
Helpdesk: 9am to 5pm Monday to Friday (excluding bank holidays)
Hosting support: 8am to 8pm Monday to Friday (excluding bank holidays)

Tickets can be logged 24/7

Out of hours support response (extra cost - see pricing document): 24/7

Contact details for Service Manager will be supplied.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training can be given on-site (subject to travel and subsistence expenses).

Training subjects can include:
• Using and customising the Piwik interface
• Choosing key reports and good practice reporting techniques
• Tracking campaigns
• Tracking goals
• Advanced system usage
• Interpreting your statistics
Service documentation No
End-of-contract data extraction All data collected is returned to the customer. This differs from use of some other well-known analytics packages where statistical data will be retained by the operator of the service and may be subject to their use as per their terms and conditions.
End-of-contract process Included:
Where applicable, single copy of VM in raw format
Data wipe/disposal

Additional cost:
Liaison with new supplier
Transfer of data by non-electronic means

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • 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 App available for mobile stats
Accessibility standards None or don’t know
Description of accessibility N/a
Accessibility testing None
Customisation available Yes
Description of customisation Plugins are available to enhance functionality:

Plugins can be installed and configured by admin users of the Piwik system.


Independence of resources Service is provisioned on VM servers.

VM servers operate within a cluster and are not over-provisioned.

System monitoring is carried out constantly and alerts Operations team in event of degradation.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Supplier-defined controls
Penetration testing frequency At least once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with another standard
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 importing and exporting
Data export approach Request to support team is made.
Data export formats Other
Other data export formats
  • File system
  • Database backup
Data import formats CSV

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
Data protection within supplier network
  • TLS (version 1.2 or above)
  • Other
Other protection within supplier network Systems are managed using Secure Shell. Where web interfaces are used for management, this is provided over HTTPS/SSL. Management interfaces are separately firewalled from the other networks.

Availability and resilience

Availability and resilience
Guaranteed availability For services based on Connect's servers:

Availability: 98%

In any calendar month in which we have unscheduled down time that causes the service level to drop below agreed performance level, the basic monthly charge is reduced by 10% for each full percentage below the agreed level, up to a maximum credit in that month of 100%.
Approach to resilience Available on request.
Outage reporting Email/telephone alerts.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels Management interfaces are available to Connect Internet Solutions Ltd staff only. Roles and responsibilities are defined at project initiation and access to support channel granted to named contacts.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password
  • Other

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 User-defined
Access to supplier activity audit information Users have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Alcumus ISOQAR
ISO/IEC 27001 accreditation date 15/06/2016
What the ISO/IEC 27001 doesn’t cover Our ISO27001 accreditation covers only web hosting server platforms, their operation, management and control.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO27001 accredited: All new starters undergo security clearances. Security Manager reports to Board. Policies linked to contracts of employment. Internal audits carried out annually. External audits by ISOQAR carried out annually.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Connect’s change management process ensures that no change is made to the operating environment without the necessary authority and ensures that a log of any changes made is completed. A Request for Change Form is completed when a change is deemed necessary. This is signed by all relevant parties before the change can take place. Areas under change control usually include:
• New hardware installations
• Software changes for the operating system / software
• Network upgrades for any change in hardware, upgrades to equipment, changes in topology/protocols/addresses. Changes assessed for potential security impact as part of our ISO27001 processes.
Vulnerability management type Supplier-defined controls
Vulnerability management approach We monitor potential threats from a variety of sources including CERT, supplier notifications and industry updates Potential threats are assessed by technical team. Critical patches are deployed as soon as possible. Non-critical patches are applied on a weekly basis.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We identify potential compromises using log analysis and host intrusion detection system. Compromised system is isolated, treated, brought back into service. Response is immediate.
Incident management type Supplier-defined controls
Incident management approach Processes for incident management are defined within ISO27001. Incidents can be reported by end user, staff or other channel. Incident reports detail whether confidentiality, integrity or availability has been compromised. Incident reports are provided in document format.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks No


Price £284 per instance
Discount for educational organisations No
Free trial available No


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
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