SBL Hootsuite Impact Social ROI Analytics Solution
Hootsuite Impact allows customers to optimise paid and organic social media activity. It provides precise and easy-to-understand recommendations for improving engagement and growing social media ROI. Hootsuite Impact calculates social-media ROI based on your specific objectives, taking into consideration all costs and inputs to provide accurate, real-time visual insights.
Features
- Fully featured custom content and campaign tagging
- Robust auto-tagging framework
- Metrics on organic versus paid performance
- Exportable data into multiple formats (CSV and PDF)
- Data export integration into Business Intelligence solutions
- Create any content or campaign report using multiple criteria
- Text based analysis of your social data
- Detailed insights for each social metric across each social channel
- Leverage custom historical data on your audience interactions
- Track your sector's engagement metrics, and content mix
Benefits
- Measure and understand your social ROI in plain language
- Receive actionable guidance in simple text on your social-media goals.
- Use insights to optimize your paid and organic social investment
- Easily determine which posts generate the most value
- Benchmark your social media metrics against your sector
- Monitor real-time social metrics against your defined goals
- Text-based insights explain why social content has performed well/poorly
Pricing
£480 a unit a year
Service documents
Request an accessible format
Framework
G-Cloud 10
Service ID
7 4 8 6 3 4 0 1 9 3 8 1 6 0 4
Contact
BOXXE LIMITED
Kasia Regula
Telephone: 01347 812100
Email: tenders@boxxe.com
Service scope
- Software add-on or extension
- Yes, but can also be used as a standalone service
- What software services is the service an extension to
- Hootsuite Enterprise Social Media Management Platform Hootsuite Ads Social Media Advertising Platform
- Cloud deployment model
- Private cloud
- Service constraints
- Requires an internet connection and can be used with the following browsers Internet Explorer 9, Internet Explorer 10+, Microsoft Edge, Firefox, Chrome, Safari, Opera
- System requirements
-
- Active internet connection
- Internet Explorer 9+, Microsoft Edge, Firefox, Chrome, Safari, Opera
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Our SLA's are 4 hours initial response for Enterprise customers. https://hootsuite.com/legal/enterprise-service-level-agreement Service Availability 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.
- User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.0 AA or EN 301 549
- Phone support
- Yes
- Phone support availability
- 24 hours, 7 days a week
- Web chat support
- Web chat
- Web chat support availability
- 24 hours, 7 days a week
- Web chat support accessibility standard
- WCAG 2.0 AA or EN 301 549 9: Web
- Web chat accessibility testing
- None
- Onsite support
- Yes, at extra cost
- Support levels
- Hootsuite Impact 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
- Getting started
- 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.
- Service documentation
- Yes
- Documentation formats
-
- HTML
- ODF
- Other
- Other documentation formats
-
- Powerpoint
- Custom Playbook
- 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
- End-of-contract process
- At the end of the contract period your commitment to Hootsuite terminates with no further obligations
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 9
- 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
- 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
- Accessibility standards
- WCAG 2.0 AA or EN 301 549
- Accessibility testing
- N/A
- API
- Yes
- 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
- Yes
- API documentation formats
-
- Open API (also known as Swagger)
- HTML
- ODF
- API sandbox or test environment
- Yes
- Customisation available
- 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.
Scaling
- 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/
Analytics
- Service usage metrics
- Yes
- Metrics types
- Login, authentication, signups, logouts
- Reporting types
-
- API access
- Real-time dashboards
- Regular reports
- Reports on request
Resellers
- Supplier type
- Reseller (no extras)
- Organisation whose services are being resold
- Hootsuite
Staff security
- Staff security clearance
- Conforms to BS7858:2012
- Government security clearance
- Up to Baseline Personnel Security Standard (BPSS)
Asset protection
- 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
-
- Physical access control, complying with CSA CCM v3.0
- Physical access control, complying with SSAE-16 / ISAE 3402
- 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 export approach
- CSV, PDF, PPT Automated and on demand
- Data export formats
-
- CSV
- ODF
- Other
- Other data export formats
-
- PPT
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- Legacy SSL and TLS (under version 1.2)
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Legacy SSL and TLS (under version 1.2)
Availability and resilience
- Guaranteed availability
- https://hootsuite.com/legal/enterprise-service-level-agreement 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
- Outage reporting
- 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. http://status.hootsuite.com/ There is also an available API and email alerts.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
- 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 security incidents.
- Access restriction testing frequency
- Less than once a year
- Management access authentication
-
- 2-factor authentication
- Public key authentication (including by TLS client certificate)
- Identity federation with existing provider (for example Google Apps)
- Limited access network (for example PSN)
- Dedicated link (for example VPN)
- Username or password
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.
- PCI certification
- Yes
- 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
- CAIQ
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- Yes
- Security governance standards
-
- CSA CCM version 3.0
- ISO/IEC 27001
- 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; 6. Cryptography; 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 management; and 14. Compliance.
Operational security
- 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.
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
- £480 a unit a year
- Discount for educational organisations
- No
- Free trial available
- No