SNAPCOMMS UK LIMITED

SnapComms

SnapComms is a market-leading internal communications platform used by more than 2.5 million employees in 75 countries worldwide. The SnapComms platform empowers organizations to overcome information-overload and get employee attention on every device, every time.

Features

• Employee engagement
• Get employee attention
• COVID 19 communication
• Help solving communication challenges
• Provides multiple channels for different types of communication
• Can be used across the entire organizations by different departments
• Right message, to the right person at the right time.
• For IT, Internal Communication, Marketing, HR, Compliance
• Mass emergency notification solutions
• IT incident and outage notifications

Benefits

• Reduce internal email overload
• Cloud-based, fully managed by SnapComms, includes DR
• GDPR compliant
• ISO certified, PIPEDA, DPA
• Hosted in the UK
• Reduce cost and effort for the ServiceDesk
• Across devices: desktop, mobile and digital display

£1.61 to £32.29 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kris.whittle@snapcomms.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

723880001256975

Contact

Kristofer Whittle
02033553152
kris.whittle@snapcomms.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No constraints, as long as the minimum requirements are met. Please refer to the minimum requirements in the SnapComms Knowledgebase: https://support.snapcomms.com/s/article/data-sheet-a-minimum-requirements. Also, the customer can evaluate SnapComms with all intended use cases by using the free trial version of SnapComms.
• System requirements: https://support.snapcomms.com/s/article/data-sheet-a-minimum-requirements

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Technical: Within 12 hours of the email being received between 8.00am and 5.00pm on any Business Day otherwise within 24 hours for all other times Operational: Within 12 hours of the email being received between 8.00am and 5.00pm on any Business Day otherwise within 24 hours for all other times
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: The chat accessible through the SnapComms website.
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: The customer will receive a dedicated Customer Success Manager who will be the main contact for any questions. For the purely technical questions, the customer can reach out to the SnapComms Tech Support directly. Depending on the nature of the technical question, the Tech Support will either address it or consult with other technical teams, e.g. Technical Consulting, Cloud Platform or the Product Team.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have an Onboarding program as part of the service. The Onboarding will be led by the dedicated Customer Success Manager.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: All user data can be exported in CSV format.
• End-of-contract process: The customer data will be deleted from the cloud.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The communication channels "Wall Paper", "Lock Screen" and "Screensaver" have limitations due to the specifics of the mobile OS.
• Service interface: Yes
• Description of service interface: The web-based "Content Manager" is used for the management of the SnapComms application.
• Accessibility standards: None or don’t know
• Description of accessibility: Via web browser
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: SnapComms has a private API that can be used in combination with Professional Services. For details please reach out to tech.consulting@snapcomms.com.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The customer's Content Administrators can create custom themes and use them for content creation. ; ; Any other customization and integration requests to be discussed with the SnapComms Tech Consulting team (tech.consulting@snapcomms.com).

Scaling

• Independence of resources: The service performance is automatically monitored by the SnapComms IT and Cloud Platform team. SnapComms IT and Cloud Platform team adjust the infrastructure resources according to the performance requirements.

Analytics

• Service usage metrics: Yes
• Metrics types: The user reports can be accessed directly through the SnapComms Content Manager.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
• 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: By using the built-in export function.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Pdf
  • Excel
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: Our SLA is 99% service availability. Please refer to the service delivery agreement.
• Approach to resilience: SnapComms has an established BCP based on Standard ISO 22301:2012 in place.
• Outage reporting: Emails.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: SAML-based SSO
• Access restrictions in management interfaces and support channels: The Content Administrator permissions configurable in the Content Manager web app.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Username or password
  • Other
• Description of management access authentication: SAML-based SSO

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: Between 1 month and 6 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Bsi
• ISO/IEC 27001 accreditation date: 27/05/2019
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Other security certifications: Yes
• Any other security certifications: ISO27018

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: We have a set of policies and procedures as part of our ISMS based on ISO27001 and 27018 in place. To ensure the ISMS objectives are achieved and compatible with the strategic direction, SnapComms has established an ISMS committee that includes most senior executives of the company.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management Procedure can be shared after a signed NDA.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Risk Management Process can be shared after a signed NDA.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: SnapComms performs vulnerability tests on a regular basis using third-party services. Application vulnerability - weekly and network vulnerability - daily. The vulnerability reports provide input for the Risk Assessment Process
• Incident management type: Supplier-defined controls
• Incident management approach: Incident Management Procedure can be shared after a signed NDA.

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

• Connection to public sector networks: No

Pricing

• Price: £1.61 to £32.29 a licence a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: - All product features are included; - 30 days evaluation period

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at kris.whittle@snapcomms.com. Tell them what format you need. It will help if you say what assistive technology you use.