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

Pricing

£85 a person a year

  • Free trial available

Service documents

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

8 4 1 1 1 2 2 1 9 9 7 9 4 3 8

Contact

Surevine Commercial team
Telephone: 0845 4681066
Email: 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

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.