Sitemorse

HEARTBEAT | AVAILABILITY

Service to monitoring uptime and availability, alert to hacking and manage supplier Service Level Agreement.

Automation of weekly and / or monthly management reporting as to sites performance.

Features

  • Accessability audting, WCAG 2.1 (US ADA/508)
  • HTML 'code' testing to W3C / ITEF standrads
  • Unlimited number of pages
  • SMARTview ( inbrowser / live page assessment) unlimited usage

Benefits

  • Continual developing product
  • Speed of deployment, live and driving value under an hour
  • Independent, see from outside experience content as visitor
  • Detail and accuracy of reporting

Pricing

£25 to £1000 per unit per month

  • Education pricing available
  • Free trial available

Service documents

Framework

G-Cloud 11

Service ID

8 2 5 0 6 9 8 9 5 5 1 5 2 2 3

Contact

Sitemorse

Laura Shilstone

020 7183 7500

lshilstone@sitemorse.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
None known
System requirements
Website, or IP address

User support

Email or online ticketing support
Email or online ticketing
Support response times
Subject to SLA (Service Level Agreement) We have and are supporting a global client base.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
No
Web chat support
No
Onsite support
No
Support levels
Self supporting, online service.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Very little, if any support required - key in web address, add the people to receive the emails (supplier, technical and manager) and / or mobile numbers for alerts.

Vast majority of services are delivered with clients self managing - nature of the service requires little if any training.
Service documentation
Yes
Documentation formats
  • HTML
  • Other
Other documentation formats
Self help videos
End-of-contract data extraction
Not applicable to the service.
End-of-contract process
No end of contract cost. Stop using the service.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • 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
No
Service interface
No
API
No
Customisation available
No

Scaling

Independence of resources
Users are not the limiting factor. Capability to run 3 times the capacity of UK Gov. online presence.

SaaS offers 'relative' infinite scale, in 15 years of service ops, peaked at 63% of capacity. Infrastructure SLA in place provides for sufficient extension 'on demand'.

Analytics

Service usage metrics
No

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Staff screening not performed
Government security clearance
None

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other locations
User control over data storage and processing locations
Yes
Datacentre security standards
Managed by a third party
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
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Other
Other data at rest protection approach
Manage by provider, we operate with a number of providers all operating Tier 1 capability.

Service is not holding, managing 'data' that would / is be publicly available - and as such risk is very minimal.
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
None
Data export formats
CSV
Data import formats
Other
Other data import formats
None - not in the service scope

Data-in-transit protection

Data protection between buyer and supplier networks
  • Private network or public sector network
  • Other
Other protection between networks
NA - no 'data' retention
Data protection within supplier network
Other
Other protection within supplier network
NA - service is not 'data' related.

Availability and resilience

Guaranteed availability
We operate to and have exceed 99.95% , in some 15 years of operation. Client SLA guarantee 99.9%

Service isn't normally considered 'operational essential', typically clients are looking at 8 hour response and service availability of over 97%
Approach to resilience
In summary, our service in monitoring and as such our resilience has to be greater than what we are monitoring to. We operate infrastructure across each of the continents, giving us global reliance.

Specific details provided on request.
Outage reporting
Client dashboard, email alerts. SMS also

Identity and authentication

User authentication needed
Yes
User authentication
Username or password
Access restrictions in management interfaces and support channels
Appropriate login, access credentials are required to gain access to the service. Details of all logins, or attempted are recorded, multi access via single account controlled.

Considerable difference in terms of access permissions, capability and availability between the client 'management' and internal 'system' management.
Access restriction testing frequency
At least once a year
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password

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
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
No
Security governance certified
No
Security governance approach
The service is self doesn't lend itself to such polices - reporting what we are finding on publicly accessible websites. We of course have significant protection for the service, capability and limit where possible potential threats.
Information security policies and processes
The service isn't used or deployed as software - clients are using the outputs, the reporting.

Infrastructure support, security and process are managed by the service providers, such as Racksapce, Amazon and Akamai.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All changes are specified and approved at a technical management level before being approved for development. The development manager assess all developments and these are discussed for their impact on other parts of the system including any security, performance and ongoing support implications. All developments are managed with source control and tracked through their development life-cycle using GitHub and Trello. Testing is conducted on a number of test and development systems. All changes to the production system are reviewed for both code quality and final system impact by the Sitemorse Technical Director before they are allowed to go live.
Vulnerability management type
Undisclosed
Vulnerability management approach
Sitemorse conducts internal auditing from time to time. No sensitive client data is stored by Sitemorse. As the Sitemorse service is software as a service, any patch to address a potential threat can be deployed straight away. This has no impact on any client system. Sitemorse provides software as a service and the service is hosted by Rackspace in the UK. Rackspace also have their own procedures for monitoring and assessing vulnerabilities for hardware and operating system.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
In the worst case scenario of unauthorised access to Sitemorse, a hacker might obtain a list of names, email addresses, and the content of tests of clients websites (which is almost always pages from their public web sites). We do not store any confidential or sensitive information on our servers. Potential compromises are tracked with audit trails for all Sitemorse staff and all Sitemorse clients. Should a compromise be detected, we respond to it as soon as possible. Services or individuals can be suspended instantly.
Incident management type
Supplier-defined controls
Incident management approach
Software errors generated by client access to the system are monitored by Sentry. Notifications automatically sent to technical staff and these are managed appropriately depending on the severity of the issue. Automated server processes monitor the health of the service and will, for example, restart failed processes.

Issues can also be reported by clients as part of the support process. This is by phone or email. Response to an incident depends on the severity of the incident. For example, an unavailable service will be addressed straight away.

Sitemorse reports any incidents to clients as needed depending on the incident.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Pricing

Price
£25 to £1000 per unit per month
Discount for educational organisations
Yes
Free trial available
Yes
Description of free trial
One months trial offered, full service - no limitations.

Service documents

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