ParentMail

ParentMail

ParentMail provides a comprehensive range of parental engagement services; including, communications via email/SMS/app notifications, online payments for meals/trips/tickets/events, automated Parent evening booking as well as automated electronic forms for data collection and parent surveys. Parents can choose to use the web or the free app for iOS and Android.

Features

  • Complete parental engagement solution
  • Choice of native apps or web account access for parents

Benefits

  • Manage all services across multiple schools from one login
  • Access from anywhere with simple yet secure web browser

Pricing

£418 per licence per year

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

7 9 7 6 4 8 7 7 9 6 6 7 1 0 1

Contact

ParentMail

James Laver

01733 595959

james.laver@parentmail.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Hybrid cloud
Service constraints Planned maintenance is completed out of hours to ensure continuity of service.

Operates using an internet connected web browser.
System requirements
  • Current supported web browser
  • IOS or Android enabled smartphoone

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Typically requests are responded to within 15/20 seconds for support via live chat, emails are responded to within a target time of 1 hour.
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 2.1 AAA
Web chat accessibility testing Our supplier.....
Onsite support Yes, at extra cost
Support levels Our support channels and service levels are as follows;

Online Help Site available 24/7 with FAQ’s and system guides, including video guides with audio and subtitles.
Pop-up walkthroughs built into the system.
(2 minute SLA) Live Chat support available Mon-Fri 8:30am-4:30pm except for bank holidays.
(2 working hour SLA) Email support available Mon-Fri 8:30am-4:30pm except for bank holidays.
(24 hour SLA) Outbound telephone support (accessed by raising a call back request via email or live chat) available Mon-Fri 8:30am-4:30pm except for bank holidays.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started All school users are provided free telephone training using webex type software where screens are shared and users step through the service and how to use it. This training can be on a one to one basis or a group of two or three users. The training covers each module of the service the school has purchased, communications, payments, parent evenings, surveys, meetings and events etc. Training can be repeated at the school's request at no additional charge.

Additional on-site training is available if required for larger groups and is structured on a 1/2 or full day basis and paid for by invoice in addition to the current software licence charges.

Every screen inside ParentMail also provides interactive helps that 'walk' the user through tasks and can also bring up online video on how to guides. These walkthrough screens and videos are provided free of charge as is a comprehensive school and parent help site that is accessible from within the software.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Data can be extracted by school users at any time through the user interface. Data is also destroyed 7 days after the end of contracts in accordance with our GDPR policies available @

www.parentmail.co.uk/gdpr
End-of-contract process Data extraction, parent pupil data as well as payment history reports are provided as standard and are communicated at the end on the contact period. Once terminated all data is automatically destroyed after 7 days in accordance with our GDPR policies available at

www.parentmail.co.uk/gdpr

Using the service

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 Desktop service uses a browser as described above however ParentMail is also available using a native app for iOS and Android. This means that the service can run in the background on the parent's phone eliminating the need for them to check if they have messages or items to attend to such as payments. This significantly increases their usage of the service by as much as 40%
Service interface Yes
Description of service interface The service is provided using a web interface for schools that provides a simple to use menu showing each active module the school have active but based on the users access permissions.
Accessibility standards None or don’t know
Description of accessibility Service is accessible from any internet-connected device, mobile, tablet, laptop and pc running a browser from any of the leading providers, Google, Microsoft, Apple, Firefox etc.
Accessibility testing None specifically, however, all user issues are logged and if possible incorporated into the development.
API No
Customisation available Yes
Description of customisation Users can upload a school or trust logo and add in school contact details and websites.

Additionally, schools can have a branded and customised app for parents at no cost. This is developed by ParentMail as part of the service without charge.

Scaling

Scaling
Independence of resources We use a combination of techniques to help mitigate such risk.

These include;
IDS
microservice architecture,
high availability services,
real-time application performance monitoring,
infrastructure monitoring,
Database sharding and the ability to burst out into the public cloud.

Analytics

Analytics
Service usage metrics No

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

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 No
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 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
  • Deleted data can’t be directly accessed
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach Data is extracted in report format into .csv format through the report section of the service at no charge.
Data export formats CSV
Data import formats
  • CSV
  • Other
Other data import formats Direct data exchange from most MIS platforms such as Sims

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)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability The current ParentMail service operates at 99.98% availability and has provided greater than this since its launch in 2015.

We do not operate a service credit model.
Approach to resilience This information is available on request.
Outage reporting We provide a public dashboard accessible to schools and host public service updates detailing release notes and details of all maintenance updates.

We also email in advance of any planned maintenance to enable schools to plan around wherever possible.

In the event of a prolonged outage, email updates are sent as well as the use of social media such as twitter and facebook.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access to the service for management and support channels is only available from within the ParentMail network. If access is required outside of this network 2FA authentication is required using a known device running ParentMail installed software.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

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 6 months and 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification No
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification Yes
Who accredited the PCI DSS certification TrustWave
PCI DSS accreditation date 18/09/2018
What the PCI DSS doesn’t cover Cardholder present transactions as these are not possible using Parentmail
Other security certifications Yes
Any other security certifications Cyberessentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach Please see

www.parentmail.co.uk/gdpr and
www.iris.co.uk/about-iris/corporate-governance/data-protection/
Information security policies and processes Please reference

www.iris.co.uk/about-iris/corporate-governance/data-protection/

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach ParentMail is operated as a web-centric service, changes are limited to the addition of a school logo and school colours.
Vulnerability management type Supplier-defined controls
Vulnerability management approach The ParentMail service undergoes monthly third-party penetration testing with comprehensive reporting as part of this process as part of our PCi DSS security assessment.

These reports identify threats from configuration mismatches, vulnerable software versions and patches. The software is patched to cover all relevant updates to a schedule that takes into account the treat and potential severity. These policies and procedures are confidential due to the nature of the content.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We utilise internal and internal threat monitoring services to constantly monitor access, usage and data changes. Processes and procedures are company confidential due to the nature of the information contained.
Incident management type Supplier-defined controls
Incident management approach These are defined in the IRIS incident management process, a summary is available at;

www.parentmail.co.uk/gdpr

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 £418 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial The full package is available for a trial in some circumstances for example MAT or Local Authority senarios.

Service documents

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