Cludo UK Ltd.

Cludo Site Search & Analytics

Cludo is an intelligent cloud-based Site Search & Analytics solution. Cludo empowers web and marketing teams to optimize the internal search solution of their organization's website, and provides valuable search and user analytics to shape the content of your website.

Features

  • Full-control of your search solution
  • Platform agnostic & cross-site indexing
  • Customizable search algorithm
  • Real-time search analytics
  • Flexible engines and crawlers
  • Time-scheduled banners
  • Intelligent page rankings
  • Automatic fixes of misspellings
  • Unlimited misspellings and synonyms
  • Intelligent 404 pages

Benefits

  • AI-driven Site Search that assists citizens in their search
  • Search Analytics that can tell you what content doesn't perform
  • Boost the content that is most important to your website
  • Exclude old or irrelevant content from your search results
  • Promote initiatives and promotions within search results via banners
  • Leverage search analytics to make data-driven decisions about your website
  • Understand what's most important to visitors in their own words
  • Quickly optimize your search through user-friendly Cludo dashboard
  • Easy and customizable setup
  • Automatically help people who lands on a 404 page

Pricing

£1800 to £19580 per licence per year

Service documents

Framework

G-Cloud 11

Service ID

8 1 6 3 9 6 6 9 7 9 9 0 1 7 0

Contact

Cludo UK Ltd.

Daniel Petersen

+44 20 3020 1865

info@cludo.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints No.
System requirements Frontend supports browsers with more than 1% usage.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Phone and email support (Phone support is between 9AM - 5PM CST and 9AM – 5PM CEST on week days). Emails are typically responded to in less than 4 hours.
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 No
Onsite support Yes, at extra cost
Support levels Cludo is very simple to implement and we offer extensive online training, but Enterprise customers may pay the cost of travel and time for a Cludo developer to come on-site and assist with implementation and provide onsite training. All online training is free and available to all customers, including webinars and access to our resource center. All customers may also open a support ticket via email or phone for free. Business and Enterprise customers who pay for a custom implementation also get a dedicated hour of direct training with Cludo's technical team. Customers using the free inline templates are able to engage with Cludo's technical support at no cost.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started Cludo conducts regular online training webinars on getting started with our service, as well as more topical webinars to train customers on tools like intelligent page rankings (aka "machine learning") and the intelligent 404 module. Cludo also has a Help Center with a lot of helpful articles on how to navigate the dashboard and get the most out of your site search. Business and Enterprise customers also receives a quaterly dedicated executive business review. Additional training sessiones and / or on-site support may be purchased for an additional cost.
Customer service is so important to Cludo, so we also want to hear from customers with any questions before, during, and after implementation by phone or emailing support@cludo.com.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Personal data is stored with the Data Processor until the Data Controller requests that the data are erased or returned. Data will be removed from Cludo's servers upon customer's request. Data can be extracted through the API or given as an CSV file.
End-of-contract process Customers may renew the contract at the end of each year. Otherwise at the end of the contract, Cludo will purge all customer data from our systems by request. It is the customer's responsibility to remove the Cludo code from their site, otherwise there is nothing else required, paid or otherwise, to be done at the end of the contract.

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 Cludo's JavaScript templates are mobile-friendly. As long as your website is optimized for mobile devices, so to will be Cludo Search.
Service interface Yes
Description of service interface Admins can log into the dashboard modify the relevancy, look at search analytics and much much more. Everything has been designed for the communication department to be in control of the search solution.
Accessibility standards WCAG 2.1 AA or EN 301 549
Accessibility testing All search templates are testing with Siteimprove's accessibility tools to ensure that they are WCAG 2.1 AA accessible.
API Yes
What users can and can't do using the API If, for whatever reason, a customer does not want to implement using our free inline templates or via a custom JavaScript implementation, customers may design and develop the site search using our API. In an API implementation, the customer owns the development work but Cludo's frontend development team is available to answer questions if needed. There are no limitations to the amount of customization available through the API.
Cludo also has a Push API available for customers to push content to the search index.
The use of Cludo's API for design and for pushing content are not mutually exclusive.
Documentation can be found on docs.cludo.com and help.cludo.com.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation The Cludo platform is customizable to your needs, and driven by data. Cludo enables you to work directly from your analytics dashboard in real time, making data driven decisions that enhance user experiences and improve conversion rates. Within the analytics dashboard, quickly be able to apply misspellings, synonyms, page rankings, quicklinks, banners, and more without having to toggle between multiple platforms. Cludo enables users to directly control the relevance of your search results, giving control over the customer journey.

Each tool is created to allow full control over your site search. You can customize your engine settings to boost search results that provide more value or decrease the value of less important pages. You can also use our page rankings tool to easily modify your content rankings based on query. Cludo also has a unique tool called a Banners that enables you to display content at the top of a search results page for specific searches- a visually prominent way to promote important content based on the search query.

We equip you with everything you need to create a great search experience. Full-control over relevancy, rich-media banners, content boosting, controllable machine learning, actionable analytics, and much more.

Scaling

Scaling
Independence of resources Surveillance is done 24x7x365 on the performance of the platform. The platform is made to survive spikes of data from across the customer base without affecting the performance of others' solutions.

Analytics

Analytics
Service usage metrics Yes
Metrics types Cludo provides valuable in-depth user analytics, viewable from emailed reports and within the Cludo dashboard. Analytics include: search words without results, ineffective searches, trending search words, most popular search words, intents (search words aggregated into distinct user intents using AI), and most popular search results. We also show analytics related to our intelligent 404 module (most visited 404 pages, the link that led them to the 404 page), and previewing the intelligent page rankings, which is the Cludo machine learning preview feature that suggests how search results should be ordered based on user behavior.
Reporting types
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 European Economic Area (EEA)
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
Data sanitisation process No
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 Cludo's may export search analytics via csv file.
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 Cludo will maintain its systems and operations to ensure all Cludo customers have access to the Included Services 99.95% of the time. Enterprise customers have access to an SLA, and Cludo will exercise its best efforts to meet the standards set forth in this SLA. In the event of a Cludo failure to meet the standards in any given month, a service credit in the amount of 5% of the pro-rated annual subscription fees for the applicable month will be issued for Customer and available for future subscription fees.
Approach to resilience Available upon request.
Outage reporting If monitoring identifies, or Cludo otherwise becomes aware of, any circumstance that is reasonably likely to threaten the System Availability, then Cludo will take necessary and commercially reasonable remedial measures to promptly eliminate or mitigate the actual or potential threat. Customers will be notified via email notifying them of the outage, when the outage is resolved, and any additional pertinent findings.
Current status can be found on status.cludo.com.

Identity and authentication

Identity and authentication
User authentication needed No
Access restrictions in management interfaces and support channels Only developers have access to the source code, and not all developers have access to all the source code. The level of access to the source code is based upon need, and the code is protected by a 2-factor authentication. Customer Users are delineated by the Super Admin who can assign access rights via login user name and password. Please see Security Document, attached, for more details.
Access restriction testing frequency At least once a year
Management access authentication
  • 2-factor authentication
  • 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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 EY Certification Point accredited certification to Amazon Web Services, Inc.
ISO/IEC 27001 accreditation date 15/12/2017
What the ISO/IEC 27001 doesn’t cover This ISO/IEC 27001 certification covers Amazon Web Services, the servers that Cludo uses to process and store customer data. This certification does not apply to Cludo's user dashboard.
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 All connections to Cludo are encrypted using SSL (TLS 1.2), including for both the search services and administration panel, This provides state of the art data security for users interacting with the administration panel and for end-users interacting with the search.
Information security policies and processes All connections to Cludo are encrypted using SSL (TLS 1.2), including for both the search services and administration panel, This provides state of the art data security for users interacting with the administration panel and for end-users interacting with the search. Only developers have access to the source code, and not all developers have access to all the source code. The level of access to the source code is need-based only, and the code is protected by 2-factor authentication. All passwords are hashed with SHA-256 and encrypted with a salt. Passwords require a combination of six characters, of which should contain at least one special character, one digit, one uppercase letter, and one lowercase letter. To prevent brute forcing of passwords, the account will be temporary locked if there are too many incorrect log-in attempts.
Full Security Document available upon request.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Deployments are done through a continuous delivery system. Before each deployment is released, a series of unit- and integration-tests are performed to test for regression errors in the system caused by the ongoing development, as well as to verify that the security is
working as intended and that no data is leaking between customer accounts. Our services are located behind a load-balancer. This enables us to do rolling upgrades. If an error should occur, all release
packages are saved, and can therefore be easily rolled back. All errors are also logged in our logging cluster.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Cludo has an annual contract with third-party Cobalt to perform yearly Penetration Tests. The front-facing search service is regularly tested for OWASP security issues by 3rd party service Detectify. Please see attached Security Document for details. Security Document is available upon request.
Protective monitoring type Supplier-defined controls
Protective monitoring approach To prevent malware from spreading through to production, internal processes ensure that only authorized pages are accessed from the production servers. The server environment shares no resources with the desktop environment. All servers are accessed through SSH and RDP encrypted over VPN, accessible only with employee-specific certificates.
The front-facing search service is regularly tested for OWASP security issues by 3rd party service Detectify. Full details on incident response times are available upon request.
Incident management type Supplier-defined controls
Incident management approach Cludo does have a pre-defined process for common events. Customers can report incidents by emailing support@cludo.com, or calling into one of our two support locations M-F, 8a-5p GMT+1 and 8a-5p CST. Cludo will keep customers apprised of unplanned and planned downtime via email and in-app messages. Please refer to SLA and Security Document for details, available upon 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 £1800 to £19580 per licence per year
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Users can sign up for a free 14-day trial to index their website and get to know the Cludo dashboard. Trials will crawl the first 10,000 pages; this index limit can be lifted, and customers may request an extension if they need more time.
Link to free trial https://www.cludo.com/guided_tour_request/

Service documents

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