Marketing Cloud is a leading global provider of cross-channel digital marketing software-as-a-service solutions that empower organisations of all sizes to communicate with their customers through email, mobile, social, ads, and web experiences. ©SFDCGC102018
- Email creation and deployment, Digital advertising, Landing page creation
- Mobile SMS and push message creation and deployment
- Social media listening, monitoring, engagement, publishing, and advertising.
- No-code & Low-code declarative configuration, Open API integration, Training included.
- Complex case-flow & Kanban, Citizen centric view, Chatbots, Engagement Timeline.
- Analyze digital marketing through reporting and analytics
- Automated marketing journeys and campaign management
- Single subscriber view across multiple data sources and channels
- Drag-and-drop audience segmentation tools
- Social Collaboration, omni-channel engagement, Mobile ready, Knowledge base, Analytics, AI
- Cross-channel campaign management with single subscriber view
- Automation of marketing campaigns and real-time communications
- Highly scalable and modular software-as-a-service architecture
- Open and flexible cloud-based platform
- Compliance with complex deliverability and regulatory standards
- Deliver highly personalized, relevant messages across digital marketing channels
- GDPR compliant
- Visual planning, collaboration across teams, access via web or mobile,
- True 1:1 customer journey management utilising multi channel communications
- Email, Mobile, Social, Web and Advertising in a single platform
£720.10 per unit per year
07748 105 950
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Salesforce services including Sales Cloud, Service Cloud, Commerce Cloud, IoT Cloud, Community Cloud, and App Cloud.
Salesforce Marketing Cloud can also be integrated with third-party CRM systems.
|Cloud deployment model||Public cloud|
Marketing Cloud is only available as a cloud / SaaS solution.
Marketing Cloud hardware is co-located in third-party operated hosting facilities.
The Marketing Cloud hosting facilities are in the United States.
There is currently no European Marketing Cloud Data Centre
|Email or online ticketing support||Email or online ticketing|
|Support response times||
Through online ticketing or by phone. Standard Success customers receive a response from Global Support within two business days.
Shorter response times are available up to two hours with paid support tiers.
Case escalation is executed based on the impact and urgency of the issue, and case progressions are based on the support entitlement level as well as the severity of the issue.
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||None or don’t know|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Onsite support||Yes, at extra cost|
|Support levels||Every Salesforce service includes community-based support. This can be enhanced with guaranteed response times through Premier and Premier+. For more critical applications we provide Signature Success which provides Salesforce staff with a knowledge of a specific customers applications and configurations and an initial response from your designated support team in as little as 15 minutes, with personalised updates every 30 minutes.|
|Support available to third parties||No|
Onboarding and offboarding
Marketing Cloud has training courses and online help sites.
Salesforce's Customers for Life is designed to help customers be successful and get up and running quickly. A dedicated group is available for new customers to engage by asking questions, giving feedback, and sharing experiences. There is also specific Training Material built on the needs of customers. See also: https://www.salesforce.com/success-gettingstarted/.
Bespoke training courses are also available as required.
|End-of-contract data extraction||During the contract term, customers may export a copy of any Customer Data that is made available for export through the Covered Services. Within 30 days of termination of the applicable Covered Service, customers may 1) request return of Customer Data submitted to Advertising Studio or Social Studio by contacting firstname.lastname@example.org; 2) access their account to export or download Customer Data submitted to ExactTarget; or 3) contact their account manager to download or export reports generated by Predictive Intelligence and engage Salesforce professional services to recover any raw data processed by Predictive Intelligence that has not already been deleted.|
After termination of the Advertising Studio, Predictive Intelligence or Social Studio services, to request deletion of Customer Data submitted to such service, contact email@example.com. After termination of the ExactTarget service, following the 30-day period for return of Customer Data, Customer Data submitted to ExactTarget is retained in inactive status for up to 90 days, after which it is securely overwritten or deleted from ExactTarget. For Advertising Studio and ExactTarget, back-up data may be retained for an additional 6 months after deletion of Customer Data, after which it is securely overwritten or deleted. For Predictive Intelligence and Social Studio, back-up data will be deleted within
90 days of Customer Data being deleted.
Using the service
|Web browser interface||Yes|
|Application to install||No|
|Designed for use on mobile devices||Yes|
|Differences between the mobile and desktop service||
The Marketing Cloud mobile application provides more limited functionality than the desktop application.
The Marketing Cloud mobile application includes a calendar; the ability to send, pause, reschedule, and cancel emails; the ability to track and see performance metrics.
|Accessibility standards||None or don’t know|
|Description of accessibility||Not applicable|
|Accessibility testing||Not applicable|
|What users can and can't do using the API||
Approximately 95% of the functionality in the Marketing Cloud application is available via API.
For documentation of our APIs please see: https://developer.salesforce.com/
|API documentation formats||HTML|
|API sandbox or test environment||Yes|
|Description of customisation||Clients and partners can build applications using a set of Developer Tools, including APIs, UX components and Marketing Cloud application integration tools|
|Independence of resources||The current daily transaction average for our platform is regularly 6 billion, consistently at sub 250ms response time within the Salesforce environment. Within each logical system, we use load balancers to distribute load among multiple web and application servers for additional scalability and redundancy. The multitenant application design, combined with the fastest servers and high-performance networking infrastructure available, guarantees fast performance.|
|Service usage metrics||Yes|
|Metrics types||The standard infrastructure metrics provided at trust.performance.com cover MC instance and API performance. Trust includes uptime and transaction volumes. At Premier+ and higher support levels, a custom report can be created.|
|Reporting types||Real-time dashboards|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||EU-US Privacy Shield agreement locations|
|User control over data storage and processing locations||Yes|
|Datacentre security standards||Complies with a recognised standard (for example CSA CCM version 3.0)|
|Penetration testing frequency||At least every 6 months|
|Penetration testing approach||Another external penetration testing organisation|
|Protecting data at rest||
|Data sanitisation process||Yes|
|Data sanitisation type||Deleted data can’t be directly accessed|
|Equipment disposal approach||Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001|
Data importing and exporting
|Data export approach||Data can be exported via scheduled or ad-hoc flat file transfer to FTPs or via ad-hoc or scheduled API call.|
|Data export formats||
|Other data export formats||
|Data import formats||
|Other data import formats||
|Data protection between buyer and supplier networks||
|Other protection between networks||
By default, customers connect to the service over the public Internet with all transmissions between the user and the Salesforce Services secured using TLS 1.1 or higher and encrypted using 256 or 128-bit encryption. The Services use International/Global Step Up SSL certificates with 2048-bit Public Keys. Web Service callouts can be secured using TLS, as well as with two-way TLS,
In addition, customers can partner with a selection of supported ISPs for a more direct connection to the Salesforce service. In the UK, BT are one such ISP. This service is known as Salesforce Express Connect.
|Data protection within supplier network||IPsec or TLS VPN gateway|
Availability and resilience
The Salesforce Services are designed with the concept of continuous improvement and Trust (e.g. Availability, Performance and Security) in the infrastructure. Salesforce uses commercially reasonable efforts to make its on-demand services available to its customers 24/7, except for (minimal) planned downtime, for which Salesforce gives customers prior notice, and force majeure events.
Excellent availability statistics (historically 99.9%) are critical to Salesforce's customers’ success and to the success of Salesforce as a company. Salesforce generally does not focus on a specific percentage, as we do not believe our job on availability will ever be “complete”. Live and historical statistics on Salesforce system performance are publicly published at: https://trust.salesforce.com/en/#systemStatus, and further detail can be shared upon request and NDA.
|Approach to resilience||To maximise availability, the service is delivered using a world-class data centre infrastructure consisting of a primary production data centre, a full capacity secondary data centre for hosting the service provided to customers.The infrastructure utilises carrier-class components designed to support millions of users. Extensive use of high availability servers and network technologies, and a carrier-neutral network strategy, help to minimise the risk of single points of failure, and provide a highly resilient environment with maximum uptime and performance.|
|Outage reporting||Outage escalation policies are established and maintained as Salesforce's goal is to rapidly restore service. In the event of an extended outage, periodic updates are provided in near real time to customers via the trust.salesforce.com dashboard site and in addition, service notifications are provided to nominated contacts via various channels such as email. Update frequency for notifications is dependent on the customer support service plan.|
Identity and authentication
|User authentication needed||Yes|
|Other user authentication||Access to Marketing Cloud requires a valid user ID and password combination, which are encrypted via SSL while in transmission. Following a successful authentication, a random session ID is generated and stored in the user's browser to preserve and track session state.|
|Access restrictions in management interfaces and support channels||
Management access for service support and delivery is done through multiple layers of controls including, but not limited to, multiple 2-factor authentication, bastion host and proxy control and segregation of duties. These controls are in scope for SSAE-18 auditing and evidences through the SOC 2/ISAE3402 report.
Access to the management interface for the customer to configure their salesforce environment, is configured by the customer themselves. The options are outlined in the above response. Robust application design and testing ensures that users without administrative access rights cannot access more sensitive areas of the application.
|Access restriction testing frequency||At least once a year|
|Management access authentication||
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||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||Brightline|
|ISO/IEC 27001 accreditation date||21/12/2017|
|What the ISO/IEC 27001 doesn’t cover||The only ISO27001 control not included in our Statement of Applicability is A.14.2.7 - Outsourced Development. This is not covered as Salesforce does not perform outsourced system development.|
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||Yes|
|Any other security certifications||
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
UK Cyber Essentials
|Information security policies and processes||Marketing Cloud’s formally documented Security Program and associated controls are aligned with the ISO 27001 & 27002 standards.|
|Configuration and change management standard||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Configuration and change management approach||Marketing Cloud has a 27001 based documented Change Management methodology and system for providing control over modifications and additions to its environment. These processes are followed for all changes made to the production environments and ensures changes to the production environments are authorised, tested, approved, implemented, and documented.|
|Vulnerability management type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Vulnerability management approach||Marketing Cloud contracts with a trusted third-party to conduct bi-annual, in-depth ‘ethical hacking” assessments, which includes vulnerability scans of both our application and of the network and infrastructure on which it runs.|
|Protective monitoring type||Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402|
|Protective monitoring approach||Internal system scanning is performed using tools such as Nexpose on a continuous weekly basis (internal scans are 'credentialed scans' for maximum assurance).|
|Incident management type||Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402|
|Incident management approach||
Salesforce has a formal Incident Management Process that guides the Salesforce Computer Security Incident Response team in investigation, management, communication, and resolution activities.
Salesforce will promptly notify the customer in the event of any security breach of the Service resulting in an actual or reasonably suspected unauthorised disclosure of Customer Data. Notification may include phone contact by Salesforce support, email to customer's administrator and Security Contact and public posting on trust.salesforce.com.
Salesforce.com is a member of the prestigious Forum of Incident Response and Security Teams (FIRST) and complies with the FIRST framework and best practices for incident response.
|Approach to secure software development best practice||Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)|
Public sector networks
|Connection to public sector networks||No|
|Price||£720.10 per unit per year|
|Discount for educational organisations||No|
|Free trial available||Yes|
|Description of free trial||Complete version limited by time only|
|Link to free trial||Please contact us for the current trial link|
|Pricing document||View uploaded document|
|Skills Framework for the Information Age rate card||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|