eThink Education Ltd

Fully managed open-source learning management systems: Moodle and Totara.

eThink provides full management of Moodle and Totara, including cloud hosting, implementation, integrations, and exceptional service and customer support. We help our clients leverage Moodle and Totara's tools to deliver a solution that meets their unique needs and objectives, at a fraction of the cost of a commercial LMS.

Features

  • Flexible, modular learning platform that is highly configurable and extendable
  • Standards compliant and content agnostic, with robust native authoring tools.
  • Responsive, intuitive interface for a consistent, user-friendly experience across devices
  • Manage access and permissions using groups, audiences and customisable roles
  • Customisable, role-based reporting at no additional cost
  • Support for learning plans, competencies, certifications, and gamification.
  • Integration with HRIS, ERP, SMS and other systems and applications
  • Authentication via LDAP, SAML, AD and other SSO platforms.
  • Industry leading support with average response less than 1 hour.
  • Secure cloud hosting in a scalable, worry-free environment.

Benefits

  • Support multi-modal training, including eLearning, ILT, VILT/ hybrid approaches.
  • Automate processes and increase efficiencies with robust integration capabilities
  • Deep product expertise to identify solutions to your training objectives.
  • Provide tools for managing, enrolling, assessing, and reporting on users
  • Training to learn how to leverage LMS tools and functionality
  • Support mobile learning with native apps and cross-device compatibility.
  • Straightforward and inclusive pricing model for cost predictability and stability.
  • Leverage eThink as an extension of team responsible for LMS
  • Flexible usage: plugins/modules/ third-party solutions without additional cost
  • No space limitations or restrictions on bandwidth or concurrent usage

Pricing

£2.75 per user per year

Service documents

G-Cloud 11

838814769788551

eThink Education Ltd

Kristine Clough

+44 2036089366

sales@ethinkeducation.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints Occasional planned downtime for updates and upgrades. eThink hosts each client on an independent code base, so this downtime can always be scheduled at a convenient time for each client.
System requirements
  • Current version of web-browser and operating system
  • Internet connection (offline access available via Moodle mobile app)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times EThink's industry leading support team routinely achieves an average first response time of less than one hour.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 A
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 Outstanding customer support is core to what we do at eThink. eThink’s full management model includes unlimited Tier 2/administrative support, so that our clients are never limited in their ability to leverage our team of Moodle and Totara experts for support and consultative assistance. Support requests are handled via our Zendesk ticketing system and according to our SLA. Tickets are routed to appropriate Support personnel according to availability and the nature of the issue, which ensures a timely, expert response. This model has resulted in an average first response time of less than one hour for client support tickets. eThink's remote management and support packages include unlimited administrative support at no additional cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started EThink has defined processes for Discovery and Implementation to ensure a smooth transition to our services. The implementation process begins by sending new clients a Discovery Guide to complete and scheduling a kickoff call. eThink manages and monitors the implementation process using the Asana Project Management Portal. We work directly with new clients to schedule out key dates and milestones and work on a customised timeline to help ensure all items are in place toward meeting a targeted GoLive date. We typically include a minimum of two customised Professional Development days with a new implementation to train clients on topics most pertinent to their site and use cases. We also provision new clients with access to a number of asynchronous training courses.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Mp4
End-of-contract data extraction At the end of a contract, eThink will securely provide a full backup of the database and associated datafiles needed to migrate the site onprim or to another provider.
End-of-contract process Clients leaving eThink are provided one full site backup (mysql and moodledata) at no cost. Additional backups can be provided at an additional cost, priced per the SFIA Rate Card.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install Yes
Compatible operating systems
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
Designed for use on mobile devices Yes
Differences between the mobile and desktop service EThink assures the themes and customisations are optimised with HTML5 to be responsive in a mobile format. This ensures the services will be accessible by users and will provide a consistent experience regardless of what browser, device or operating system they use. There is also a native mobile application which is freely available in the iOS and Google Play stores, as well as a desktop application, both of which provide for offline access.
Accessibility standards WCAG 2.1 A
Accessibility testing Interface testing with screen readers and other common accessibility tools is conducted on a continuous basis. The platform is a complex system with many parts. Its code is always evolving. Modules can be enabled and disabled. The interface can be heavily customised using themes and thousands of settings. Actual content can be produced by any teacher or any student. As such it is impossible to say with 100% certainty whether a site using our service is absolutely accessible or not. Accessibility is not a state, it is a process of continuous improvement in response to our users and the wider technical environment.
API Yes
What users can and can't do using the API The platforms supported by eThink provide an extensive number of core APIs to access and consume information over web services. These APIs cover core functionality including the ability to create and manipulate user accounts including suspending users in the LMS, ability to create course shells and manage enrollments, and to pass back information such as course and activity completions and grades.
API documentation Yes
API documentation formats HTML
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Moodle and Totara are highly configurable and customisable. eThink configures a theme for each client according to their specific preferences and branding requirements, and we can also accommodate clients who desire to do their own CSS work to further customise their theme. eThink also customises roles and reporting for clients to meet their specific needs, and installs plugins and modules to extend and enhance the user experience. As part of our fully managed model, eThink typically performs all of these customisations as part of standard support and at no additional cost.

Scaling

Scaling
Independence of resources Each client is managed on their own independent code base with separate instances of the application, database, and storage provisioning. To accomplish this, each client instance is isolated in its own virtual private cloud (VPC).

Analytics

Analytics
Service usage metrics Yes
Metrics types EThink provides each client a service dashboard to show uptime, page load speed, concurrent users, and VPN status (if applicable). Clients are also sent Active user reports on regular intervals, and additional reports are available upon request.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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
  • 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 every 6 months
Penetration testing approach Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
Data sanitisation process Yes
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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 Full exports of the database are provided to clients typically through a secure file transfer. Other areas of the system allow for data exports such as instructors to export grade data, administrators to export application logs and reports, and users to export their data as per GDPR and other related provisions.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Xls
  • Json
  • Xml
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Pdf
  • Xls
  • Xml

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Other
Other protection between networks EThink purchases 4096-bit (des3, 2058 size) TLS certificates for encryption of data in motion on behalf of our client sites. As part of this process, we request and confirm the key/re-key and the domain verification is sent to the registered domain owner. Once verified, certificates are processed and keys applied.
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability EThink guarantees 99.9% services availability in our Service Level Agreement (SLA), which can be found in our Terms & Conditions. We do not provide service credits/refunds if guarantees are not met, but clients are able to terminate due to breach of contract in that event, according to the terms of our agreements.
Approach to resilience EThink follows and implements AWS’s own DDoS Resiliency Best Practices in order to protect our hosting environment and to mitigate denial of service, distributed denial of service and other attempts to penetrate or disrupt network infrastructure. This includes both load balancing and front-end scaling capabilities, as well as blacklisting.
Outage reporting Outages are typically reported and managed using the customer support portal, giving visibility to all members of the recovery team. Cases logged in the portal are also sent out by email and archived in the portal for future reference. An emergency support number is available to all clients, and the eThink Business Continuity Contingency Plan includes communication roles with the responsibility of sending issue notifications, answering individual inquiries, and assisting with planning for the recovery itself with clients. Urgent issues such as site outages are responded to in under 2 hours, in accordance with our SLA, with a 4 hour RTO/RPO.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Access to the server environment on AWS is only made available to employees on an as needed basis. Employees are granted access to client environments individually based on individual job needs, as approved by their manager. Any employee needing access to the AWS environment is required to do so via a VPN client. Employees are also granted access to individual client sites based on job need. Access to those sites is administered using a password management tool allowing the employee to be given or denied permission to login to client sites as an administrator without knowing their individual password.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users have access to real-time audit information
How long user audit data is stored for User-defined
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 EY CertifyPoint
ISO/IEC 27001 accreditation date 03/12/2018
What the ISO/IEC 27001 doesn’t cover EThink utilizes AWS for all hosting services. The Amazon Web Services, Inc. QMS scope includes the services as mentioned on
https://aws.amazon.com/compliance/iso-certified/ and locations as stated in the certificate.
ISO 28000:2007 certification No
CSA STAR certification Yes
CSA STAR accreditation date 03/12/2018
CSA STAR certification level Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover Our AWS hosting aligns with the CSA STAR Attestation and Certification based on the determinations in third-party audits for System and Organization Controls (SOC) 2 Reports and ISO 27001
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 EThink's COO acts as the chief security officer, and oversees internal impact analysis, and manages the relationships with Moodle, Totara, and our hosting partner AWS and their team of security trained engineers.
Information security policies and processes EThink COO acts as the chief security officer, and oversees internal impact analysis, and manages the relationships with Moodle.org, Totara HQ, and our hosting partner AWS and their team of security trained engineers. eThink takes a holistic approach to information security and incorporates it into the policies and procedures across the company. You can find our information security policy within our privacy policy available here: https://ethinkeducation.com/privacy/

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach EThink's change control process ensures documentation and logging at each step of the change. Approval is required from the client, the support team, and the system admin team before a change is made in the production environment. Terraform packages are saved in all versions, so that if necessary we can revert back to a previous state with a minimum of downtime.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Working on the AWS platform, eThink has continuous monitoring and regular testing of the environment. The Amazon Inspector security assessment service evaluates the operating environments and applications deployed on AWS for common and emerging security vulnerabilities automatically. As an AWS-built service, Amazon Inspector is designed to exchange data and interact with other core AWS services not only to identify potential security findings, but also to automate addressing those findings. Any time a security-relevant software or firmware directive is released, eThink works to incorporate these into the environment. Flaw remediation is incorporated into the eThink configuration management process.
Protective monitoring type Supplier-defined controls
Protective monitoring approach EThink has continuous monitoring and regular testing of the environment, and also follows and implements AWS’s own DDoS Resiliency Best Practices in order to protect our hosting environment and to mitigate denial of service, distributed denial of service and other attempts to penetrate or disrupt network infrastructure. This includes both load balancing and front-end scaling capabilities, as well as blacklisting. Flaw remediation is incorporated into the eThink configuration management process. eThink handles the application of all patches related to vulnerability scans. Important findings are remediated within 24 hours. Moderate and Low findings are addressed within 5 business days.
Incident management type Supplier-defined controls
Incident management approach Upon detection of a security incident or breach, eThink will notify the client within 12 hours of discovery. At the time of notification, eThink also shares their detailed plan to address the incident as well as any available details on the issue, with the focus on quick action to prevent further problems.

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 £2.75 per user per year
Discount for educational organisations No
Free trial available No

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions
Service documents
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