Exscien

Customer Identity and Access Management

The Exscien Acclaim platform enables organizations to manage identity and access challenges in a customer context. Our Customer Identity and Access Management Solution (CIAM) is GDPR Ready and has been proven in startups and in some of the largest, most demanding CIAM deployments in the world.

Features

  • Identity and access management, CIAM (Customer), EIAM (Enterprise)
  • Registration, Authentication, Single Sign on (SSO), Private Groups, Social Login
  • GDPR Ready Platform automates policy enforcement across technology stack
  • UK-hosted Customer Profile Management
  • Customer Insights to better understand and personalize customer experience
  • Data Integration Platform to ease interoperability and activation
  • Consumer Insights to better understand and personalize customer experience
  • Customer Care Portal for customer service and user level access
  • Rich communications, Customer Journey Analytics and Customer Experience Optimization
  • Cross-platform notification and in-app/web subscription management

Benefits

  • Enable effectively engagement with your customers, partners and staff
  • Ensure compliance with GDPR and evolved privacy regulation
  • Monitise content with web/payment gateway and App subscriptions and payments
  • Low friction identity and access management: magic links, social, biometrics
  • Steward customer data while optimizing the customer journey
  • Manage CapEx more effectively with scalable pricing
  • Future Proof with cloud scalability and proven interoperability
  • Prevent Fraud, control risks and protect identities of your customers

Pricing

£30000 per licence per year

  • Education pricing available

Service documents

G-Cloud 10

766480268048527

Exscien

Steve Worland

01869 322533

stevew@exscien.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints The service is typically deployed in a public cloud environment, though also consumable via community cloud, private cloud and hybrid environments.
System requirements
  • Users must have a web or mobile user experience
  • There are no specific software requirements

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 24/7 coverage is provided based on tiered support packages.
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 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 We have our own chat client that we believe is broadly WCAG-2 AA compliant. We have also integrated with Zendesk and Intercom.
Web chat accessibility testing Reliant on our helpdesk vendor. The are working towards compliance: "Guide team IS currently working toward WCAG compliance. It sounds like things should be rolling out in the later half of 2018. "
Onsite support Yes, at extra cost
Support levels Exscien support services deliver faster, smarter and more personalized service. Our support experts understand your needs and are committed to helping you maximize your customer identity and access management solutions needed to manage your customer identities and build customer relationships.

Support services comprise service levels across two primary interactions:
Production Technical Support: Production support applies to all Acclaim services that are in a production environment and covered by our availability SLAs.

Development Support: Development support applies to all Acclaim services that are in a development or staging environment, as well as development changes to production applications. As such, these support services are not covered by our availability SLAs. Effort is tracked on an hourly basis, with additional hours available for purchase.

We provide a technical account manager.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide developer and organization administrator documentation, and can provide online and onsite training as an optional paid extra, aligned with our G-Cloud rate card.
Service documentation Yes
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction Just as customers can request an extract of their data prior to deletion, so too we can export the whole organization's data set when the contract ends (on request).
End-of-contract process End of contract data extraction is included in the cost.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 The desktop service has richer account and web subscription management features.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing The key user flows are built intentionally simple and designed to work well for users of assistive technology.
API Yes
What users can and can't do using the API Exscien’s Acclaim Customer Identity and Access Management Platform is a comprehensive solution consisting of several components to meet a range of needs, from simplified registration and user engagement to collecting rich demographic data over multiple web properties. All capabilities can be managed, customized and configured via our API's.

The Acclaim Developer Portal outlines more detailed information on the technical capabilities of the platform, step-by-step instructions on how to implement and customize each product, and documentation on the JavaScript and RESTful APIs that are available for configuring your solution
API documentation Yes
API documentation formats
  • Open API (also known as Swagger)
  • HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Organizations can change the UI/UX elements of the Acclaim platform to meet an the most demanding user needs, from managing personalized progressive profiling to elegant capture of simple profile data to thousands of complex profile attributes.

Scaling

Scaling
Independence of resources Acclaim can operate across multiple data centres and has been tested by world-leading brands to be performant under extreme load.

Built to run on Amazon Cloud, or on-premise, and deployed with multiple failover mechanisms and multi-tenant architecture, our customers trust Acclaim to provide business continuity in the most extreme circumstances.

Analytics

Analytics
Service usage metrics Yes
Metrics types Acclaim provides thousands of data points based on usage by identity provider, device, customer demographics, etc. These can be configured and managed through the customer insights dashboard
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

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

Asset protection

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 every 6 months
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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 If you need to import user records from an existing data store into the Acclaim platform, our API can be used for bulk loading data. The Acclaim Data Loader is an example script utilizing this API that you may use to perform your own data migrations.

We can also provide data load or extract using SQL database dmp files. This can be requested by submitting a ticket through our Support Portal.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats Microsoft SQL Server DMP format
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats Microsoft SQL Server DMP format

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • 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

Availability and resilience
Guaranteed availability - 99.95% or better uptime
- Rectified based on Support Package
- Service Credits
Approach to resilience Multi-data center, multi-circuit infrastructure with database replication and backup.
Outage reporting Email Alerts and Public dashboards.

Identity and authentication

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)
  • Username or password
Access restrictions in management interfaces and support channels Documentation available on request.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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 contact the support team to get 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 No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications No

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We are preparing for ISO/IEC 27001 accreditation.
Information security policies and processes Our aim is to align with ISO/IEC 27001 family of standards.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Available on request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Documentation available on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Documentation available on request.
Incident management type Supplier-defined controls
Incident management approach Documentation available on request.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £30000 per licence per year
Discount for educational organisations Yes
Free trial available No

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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