Calls9 Limited

Frontline services platform

Our service provides front line or remote teams access to key information and documentation on the go. It also allows senior managers to communicate vision and values to harder to reach employees.

Features

  • Sharing knowledge and documentation
  • Enterprise Search
  • Cross platform access
  • Reward and engage teams
  • File management and version control
  • Automate workflow and process
  • Easy to manage
  • Powerful analytics engine
  • Message and communicate to users
  • Manage user access and control rights

Benefits

  • Find information quickly and easily
  • Access on any device enabling remote team access
  • Create and manage employee engagement
  • Control documentation with version history
  • Eliminate paper based approaches
  • Simple and easy to use CMS
  • Cloud infrastructure and support included
  • Modular development enables new modules to be integrated easily
  • Build custom work flow
  • Send custom and targeted communication

Pricing

£8 to £15 per person per month

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

781199839018101

Calls9 Limited

Pete Mills

+441133506441

hello@calls9.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints N/A
System requirements Modern web browsers

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Yes, we would need to agree an SLA outside of business hours Monday - Friday.
User can manage status and priority of support tickets No
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), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AAA
Web chat accessibility testing - Remote user testing

- Moderated and unmoderated user testing

- Online user testing
Onsite support Yes, at extra cost
Support levels Standard (Included for free)
- Best effort response times
- Web
- Email

Gold - £375 per month
- 1 business day response
- Web
- Email
- Phone

Platinum - £750 per month
- 4 hour response during business hours
- Web
- Email
- Phone
- Screenshare

In exceptional cases we can look to provide a dedicated account manager. This is only a requirement on roll-outs of 1,000 people and above where a resource gap is identified by the customer.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide the following levels of service in terms of getting users successfully on-boarded into the platform:

- Onsite training

Typically we spend half a day / 1 day providing full onsite training for the system. Sometimes we call this formally information and architecture session in that we help organise the clients approach to entering content.

Or it may well be straightforward training.

- Online training

We can also facilitate online training using screen share technology. Depending on where the client is geographically this may be the best for both parties.

- User documentation

We provide user training manuals on the administration side of the platform. Like the in-person training these can be tailored for the areas they need to understand as a user.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction We can provide a service that offers data portability, usually in a format such as a CSV if it is information that the customer is now looking to put on a new system.

We would discuss an appropriate migration plan with the customer.
End-of-contract process We can provide additional detail on this.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 10
  • Internet Explorer 11
  • Firefox
  • Chrome
  • Safari 9+
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service The solution has been designed mobile first so there is no difference in service or experience.
Accessibility standards WCAG 2.0 AAA
Accessibility testing - Remote User Testing

- Moderated User Testing

- Online User Testing

We have worked with the countries largest independent care provider for the last 18 months and our digital services need to be accessible for their customers. Their customers are some of the most vulnerable in society and so the benchmark is very high for what we delivery in accessibility (where appropriate).
API Yes
What users can and can't do using the API We work with API technology and that is cornerstone to our platform.

However we make the changes or work with third parties - we do not grant access to users to change or set up services.
API documentation No
API sandbox or test environment Yes
Customisation available No

Scaling

Scaling
Independence of resources We are partners with Amazon Web Services. Again, details of our cloud scaling can be discussed in more detail with a further information request.

Analytics

Analytics
Service usage metrics Yes
Metrics types We measure the following:

- Active users
- Stories read
- Files downloaded
- Interactions with engagement rules
- Interactions with content
- Inactive users
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations European Economic Area (EEA)
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
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 another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process Yes
Data sanitisation type Deleted data can’t be directly accessed
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Users can export their data in a variety of ways:

- PDF
- CSV file
- Content share via email
Data export formats CSV
Data import formats CSV

Data-in-transit protection

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

Availability and resilience
Guaranteed availability Further information is available on request.
Approach to resilience Information that is available on request.
Outage reporting Any outages to service can be reviewed by a third party provider we use to monitor our systems.

You can access this link here:

http://status.calls9cloud.com/

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels This information is too sensitive to mention here. Further information can be supplied on request.
Access restriction testing frequency At least every 6 months
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for User-defined
Access to supplier activity audit information No audit information available
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 Yes, we have a formal Information Security Policy which is reviewed annually and which is stored in our company knowledge management system.

Calls9 is not itself ISO 27001 accredited but the underlying cloud systems we use (provided by Amazon Web Services) are - https://aws.amazon.com/compliance/iso-27001-faqs/
Information security policies and processes Yes, we have a formal Information Security Policy which is reviewed annually and which is stored in our company knowledge management system.

The policy has been approved by the directors of the company.

The policy is reviewed and updated on an annual basis.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach This information is too sensitive to mention here. Further information can be supplied on request.
Vulnerability management type Supplier-defined controls
Vulnerability management approach This information is too sensitive to mention here. Further information can be supplied on request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach This information is too sensitive to mention here. Further information can be supplied on request.
Incident management type Supplier-defined controls
Incident management approach This information is too sensitive to mention here. Further information can be supplied 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 £8 to £15 per person per month
Discount for educational organisations Yes
Free trial available Yes
Description of free trial We can look to offer free trials depending on the nature of the engagement.

Documents

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