Fenix Media

Social media listening, audience intelligence and analytics platform

Pulsar is an audience intelligence, social listening & analytics platform taking social data insights to a whole new level. Going beyond keyword tracking and text mining, Pulsar allows brand audience mapping/tracking how content spreads using cutting-edge data science, image analysis and premium data sources to help organisations improve their marketing.


  • Realtime data collection & analysis
  • Emotional Analysis & Image Recognition
  • Historical access for multiple years, including Twitter data to 2006
  • Audience & URL search capabilities
  • Boolean Search Querying
  • Advanced filtering and charting allowing our clients segment audience effectively
  • Rest API access & Fully Exportable data
  • Audience Segmentation & Mapping
  • Dedicated Government Specialist Account Manager, Training & Support
  • Multilingual coverage of over 180 languages


  • Cover the before during and after marketing cycle
  • Advanced network graph visualisation, with Advanced AI modules analysis
  • Understand who, where, what and when consumers talk online
  • Historic and realtime market research projects using interactive data visualisations
  • Advanced data filtering capabilities - including image detection and analysis
  • Global Data coverage - over 180 languages
  • Crisis management and emerging trends analysis in real time
  • Topic Competitor Campaign Hashtag Audience and Content Tracking
  • Expert setup and support ensures you maximise your social data
  • Create tailored content, targeted at different audience segments


£10000 per unit

  • Education pricing available

Service documents

G-Cloud 11


Fenix Media

Robert Hill

0207 874 6577


Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints We regularly undertake planned maintenance work and this is communicated to all end users and clients at least 48 hours before the maintenance is carried out.
System requirements
  • Some features depend on buyers' firewall restrictions
  • Supports major operating systems, e.g. Windows, Linux, Mac OS X
  • A reliable internet access is required
  • Supports major browsers, e.g Firefox, IE, Safari, Chrome

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 3 minute response time via online chat during working hours only (9-5:30 Monday - Friday GMT). 1 hr response time via online help desk email during working hours only (9-5:30 Monday - Friday GMT). Out of hours support (weekends, public holidays) - 24 hours response time.
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 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 A
Web chat accessibility testing None or don’t know
Onsite support Onsite support
Support levels 1) Complimentary service package offered with all subscriptions:
- Access to user guide and online video training modules
-Introductory training session
-Follow up training session
-Fortnightly calls
-Quarterly meetings
-Tech Support

2) We have technical account coordinators that work with our clients through in-app support, email support and directly for questions that are too technical for the Account Manager.
Support available to third parties No

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide unlimited onsite training, online training and user documentation
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data is exportable via the API, XLS or image format
End-of-contract process At the end of the contact platform access is removed and all data is deleted

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 Yes
Differences between the mobile and desktop service The entire platform is mobile optimised
Service interface No
What users can and can't do using the API The Pulsar API provides provides programmatic access to read and write Pulsar's data using a set of REST methods. This allows developers to access data from Pulsar and then use that data to leverage their own web apps. For example they can use the API to build an app that displays or visualises a campaign's aggregated results or performance scores, like sentiment, reach or visibility. To use the API, users have to set up their searches on Pulsar first. Results for these searches are indexed on Pulsar as normal, and then by using any of the available API endpoints, a developer can retrieve specific content from those searches. There are 7 API endpoints available, allowing you to either retrieve content results for a search, filter for results, retrieve or update information about your existing searches, or retrieve the overall stats and breakdown for a particular search. Each time an API user makes an API request they need to specify their Authorization Token in their API call. Without an authorisation token, users are unable to use the Pulsar API. Data from the Pulsar API is always delivered in Json format.
API documentation Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available No


Independence of resources Pulsar has a strict data fair usage policy to ensure that users do not abuse the system and thereby affect other users' data collection. Each client on Pulsar has a subscription package which includes a monthly data allowance and this helps to control the data usage and ensure fair usage. With regards to using the Pulsar API, although no official rate-limits are generally enforced against calls to the API, Pulsar reserves the right to throttle users sending through excessive API calls.


Service usage metrics No


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance None

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
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 In-house
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process No
Equipment disposal approach In-house destruction process

Data importing and exporting

Data importing and exporting
Data export approach We have an export function within the tool that allows users to download the data
Data export formats
  • CSV
  • Other
Other data export formats
  • XLS
  • Image format
  • SVG
  • JSON
Data import formats Other

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks Private network or public sector network
Data protection within supplier network Other
Other protection within supplier network Private WAN Service.

Availability and resilience

Availability and resilience
Guaranteed availability - Pulsar TRAC system will have an uptime of 99.5%
-Planned Maintenance Schedule – Pulsar aims to provide as much notice as possible but can not guarantee a 12 month overview of planned maintenance as our maintenance can often be determined by external suppliers

3rd party providers:
Scheduled notification – There will be times 3rd party changes or disruptions are unknown but we will let the client know as soon as advised along with the timeframe

After each outage, an incident report detailing what happened will be provided. The report will provide information on:
-Description (what and how)
-Outcome of remediation and opportunities for improvements for next time
Approach to resilience Pulsar leverages AWS features to prepare for any events that have a negative impact on our business continuity. We use a set of AWS's available cloud-based recovery services and features that enable rapid recovery of our infrastructure and data. These include Amazon Elastic Compute Cloud (Amazon EC2), which provides us with a resizable compute capacity in the cloud. Within minutes we can create Amazon EC2 instances, virtual machines over which we have complete control. In the event that one of our Solr or Cassandra clusters goes down, we are able to restore the cluster or scale up our infrastructure in a matter of minutes, at the click of a button, allowing us to quickly change and optimize resources. Another AWS service we use is Availability Zones. AWS has data centres in 12 regions around the world, and our servers are fully deployed in EU West Ireland, (Zones 1a and 1b). The Availability Zones we use consist of one or more discrete data centres, each with redundant power, networking and connectivity, housed in separate facilities. This ensure our production applications and databases are more highly available, fault tolerant and scalable, than would be possible from a single data centre.
Outage reporting We send out email alerts to all relevant stakeholders, and we display a notice in-app to inform users of an outage.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Access to management interfaces and support channels is limited to certain Pulsar employees only, and these users have Super user access. Pulsar clients on the other hand do not have this level of access and therefore are unable to access these services. Furthermore, only Pulsar employees belonging to Product or Engineering teams can create a Superuser via the db console.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

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 Between 1 month and 6 months
Access to supplier activity audit information Users contact the support team to get audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Less than 1 month

Standards and certifications

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

Security governance
Named board-level person responsible for service security Yes
Security governance certified No
Security governance approach We are working towards achieving the ISO27001 award. We are expecting to be in a position to be certified by mid to end 2019.
Information security policies and processes We are committed to ensuring that all information is secure. In order to prevent unauthorised access or disclosure,we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Managing infrastructure changes focuses on controlling the integrity of the application codebase and our databases. To accomplish this, we track, review and approve all changes, highlighting the potential impact of the change. This process is also integrated within the application and software development lifecycle. We assess risk before features are built and tested. Modifications to the change release plan during the development and test phases are permitted, but the change is always reviewed before implementation is approved. After implementation, a live deploy status report records the success of the change, and allows us to self-assess the change’s effectiveness.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Vulnerabilities and exploits are monitored through a CERT subscription. Security patches are prioritised and implemented based on criticality impact and likelihood analysis. Patches are tested on non-production systems before implementation in live environment. Anti- virus and malware protection is installed and kept up to date on all servers, workstations and mobile devices. Internet accessible systems are tested for vulnerabilities and Web Application firewalls are used to protect Web servers. Firewalls are configured to ensure sources, destinations and protocols are appropriate for business needs and identified risk. Any malformed and suspicious network traffic, downloads or attachments are blocked.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Pulsar’s Protective Monitoring approach provides a framework for treating risks to our systems and includes mechanisms for collecting log information and configuring our logs in order to provide an audit trail of security relevant events of interest. We continually scan our infrastructure and systems looking for unusual patterns of behaviour and we use a combination of manual techniques and automated tools to continuously monitor and analyse security events and logs. Events and logs are gathered from a wide variety of network devices, host systems, endpoint systems and applications or software services. This is done in realtime, 24 hours a day.
Incident management type Supplier-defined controls
Incident management approach Our Incident Management process aims to restore normal service operation as quickly as possible. Process: 1. User reports incident through various channels, e.g. email. 2. Work cannot begin until it is known that an incident has actually occurred. 3. All incidents are fully logged to maintain a historical record, then categorised. 4. We determine if other users have reported the same issue. 6. Severity and impact is assessed and priority is set. 7. Diagnosis is carried out. 8. A resolution is determined. 9. Resolution is implemented and tested. 10: After resolution, reporter receives notification and verifies problem is resolved.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks Public Services Network (PSN)


Price £10000 per unit
Discount for educational organisations Yes
Free trial available No

Service documents

pdf document: Pricing document pdf document: Service definition document pdf document: Terms and conditions
Service documents
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