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.
- 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
- 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
|Software add-on or extension||No|
|Cloud deployment model||Public cloud|
|System requirements||Frontend supports browsers with more than 1% usage.|
|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 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
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 firstname.lastname@example.org.
|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
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||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.|
|What users can and can't do using 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 formats||HTML|
|API sandbox or test environment||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.
|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.|
|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.|
|Supplier type||Not a reseller|
|Staff security clearance||Conforms to BS7858:2012|
|Government security clearance||Up to Baseline Personnel Security Standard (BPSS)|
|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 export approach||Cludo's may export search analytics via csv file.|
|Data export formats||CSV|
|Data import formats||CSV|
|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
|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.|
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
|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||
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||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|
|Other security certifications||No|
|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.
|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 email@example.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.|
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|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/|