Surevine

Jive Software

Surevine is an official G-Cloud Jive reseller. Jive is the leading Digital collaboration solution, providing Intranet, Communication and digital collaboration capabilities to the world’s leading companies. Surevine can securely run and host your Jive instance, and can tailor it for you with security enhancements and customisations.

Features

• Enterprise Social Network platform to digitally share knowledge and collaborate
• Collaborate, Communicate and Connect with other people in your organisation
• Content organised around groups
• Personalised news feeds to keep on top of what’s happening
• Integration with a range of 3rd party applications
• Multiple deployment options: Mobile, on-premise & Cloud
• Discover relevant content and connections, for your role
• Integrated employee directory with rich profiles
• Enhanced security options available, securely hosted in UK data centres
• Stop corporate knowledge and ‘memory’ from leaking

Benefits

• Customers reported 15% higher employee productivity
• Customers reported 34% less time to find knowledge & experts
• Customers reported 24% reduction in employee turnover
• Customers reported 17% reduction in IT tickets
• Prevent wasteful duplication of effort through collaborative working
• Maintain your competitive advantage with a joined-up organisation
• Unified tools deliver coherent and engaging experience, encouraging participation
• Flexible architecture allows you to swap-out and upgrade components
• Deep security enhancements to meet your organisation’s specific needs

£85 a person a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@surevine.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 12

Service ID

841112219979438

Contact

Commercial team
0845 4681066
tenders@surevine.com

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Document Management (Sharepoint), Email (Outlook), Chat applications (for example, Teams, Slack, Jabber).
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: The chosen Cloud provider in AWS.
• System requirements:
  • Internet Explorer 7 or newer
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: This is Severity dependent. A Sev-1 case is a 60-min response time maximum.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Users can log cases and exchange comments with their Jive Support engineer via webchat.
• Web chat accessibility testing: None
• Onsite support: Onsite support
• Support levels: We have two Support offerings: Platinum (24/7) and Standard (office hours). Within our Support desk, ticket priority is based on Sev-1 to Sev-3 levels, with Sev-1 being the most urgent.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We have a comprehensive training program, as well as a use-case playbook.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon request to the Jive Support team.
• End-of-contract process: Upon request, data is provided in a postGRES database. Upon expiry, customer instance is turned off.

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+
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have a dedicated Jive mobile application, but the desktop site can be accessed via a mobile browser also.
• Service interface: Yes
• Description of service interface: Jive has a full API layer, for users to access systems data as well as integrate with 3rd party applications.
• Accessibility standards: None or don’t know
• Description of accessibility: None
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Jive has a full API layer, for users to access systems data as well as integrate with 3rd party applications.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Both user UI and UX is configurable, via HTML design as well as 'drag and drop' widgets.

Scaling

• Independence of resources: Dynamic scaling, via the AWS cloud.

Analytics

• Service usage metrics: Yes
• Metrics types: Uptime, systems availability, usage metrics (i.e; registered vs active users, most visited pages, pageviews etc)
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Jive Software Inc.

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement 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: Other
• Other data at rest protection approach: Using NetApps 256-bit AES data encryption solution
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: This is provided to them by Jive upon request, in a postGRES database.
• Data export formats: Other
• Other data export formats: PostGRES database
• Data import formats: Other

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Other
• Other protection between networks: Full data encryption
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The level availability is 99.5%. Our payment of Service Credits shall be your sole remedy in full and final settlement of Our liability in respect of any failure to meet or delay in meeting Service Levels.
• Approach to resilience: One of the many advantages of Jive’s next-generation platform on AWS (Amazon Web Services) Cloud is its high availability infrastructure. AWS’s cloud infrastructure is designed to meet the highest standards of high availability and resiliency. Many of the world’s largest companies and institutions rely on AWS Cloud to power mission-critical applications. The AWS Cloud infrastructure is built around Regions and Availability Zones (AZ’s). AWS Regions provide multiple, physically separated and isolated Availability Zones which are connected with low latency, high throughput, and highly redundant networking. A disaster event (e.g., fire, flood, earthquake, tornado, hurricane) in one AZ will not impact any other AZ. Latency between AZ’s is generally less than 1-2ms, allowing for all AZ’s in an AWS region to be treated as one big data center. All Jive services are deployed to at least two (usually three) AZ’s within a region. All data is replicated between at least two AZ’s. Databases can be failed over in 1-3 minutes.
• Outage reporting: Published outages via alerting service, with RCA provided no more than 5 days after outage.

Identity and authentication

• User authentication needed: Yes
• User authentication: Public key authentication (including by TLS client certificate)
• Access restrictions in management interfaces and support channels: Password-controlled, with access defined by profile - controlled by Sys Admin
• Access restriction testing frequency: At least once a year
• Management access authentication: Public key authentication (including by TLS client certificate)

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: Cyberguard Compliance LLP
• ISO/IEC 27001 accreditation date: 20/11/2017
• What the ISO/IEC 27001 doesn’t cover: N/A
• 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: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: HIPAA, GLBA, Soc 2 Type 2
• Information security policies and processes: Detailed in the Jive SIG document package.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our change management process is controlled by the JIRA ticketing system, to track change requests and document actions and timings etc.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have those process, procedures, and documentation in place, however we do not share them with customers. Only with e.g. ISO auditors to verify our compliance.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Jive SaaS-Ops use industry standard tools such as Grafana, Prometheus and New Relic to proactively monitor the Jive Cloud solution.
• Incident management type: Supplier-defined controls
• Incident management approach: Our Incident Management process is controlled through our Customer Support portal (based on Salesforce) and if a change is required it is controlled through our Change Management System (based on JIRA).

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Price: £85 a person a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Fully-featured trial, typically of 90-days duration.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at tenders@surevine.com. Tell them what format you need. It will help if you say what assistive technology you use.