Webcurl Ltd

Customer Experience / Case Management Services

Our Customer Experience end to end solution helps you deliver an intuitive digital customer service environment with multi-channel collaborative case management. Our team provides a range of consultancy services to enable fast implementation, on-going support and delivery of tailored self-service portals & eForms across multiple devices with easy content updates.

Features

  • Multi-disciplinary team of customer experience (CXM) specialists
  • Agile and hybrid Agile/Waterfall methodologies utilised
  • Provides on-going support for our customer experience & case platform
  • Optional Integration offerings (e.g. CRM - Microsoft Dynamics 365)
  • Offers skills transfer services to enable self-service
  • Proactive and reactive customer support services for CXM
  • Utilises open source Drupal platform with extensive team expertise.
  • Flexible fully documented Service Level Agreement

Benefits

  • Flexible & Trusted customer experience partner with public-sector track record
  • Transparent business practices fostering a partnership with customers
  • Specialist in improving case experience and success for users
  • Monitor and manage CXM performance and accessibility
  • Modify, extend and add new capabilities as business demands change
  • Fast turnaround of projects - on time and on budget
  • ISO 9001 Certified Supplier
  • GDPR compliant and ISO 27001 accredited provider
  • 24/7 Online Support Portal

Pricing

£650 to £750 per person per day

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

958945129067100

Webcurl Ltd

Colin Sherry

01865 741762

colin.sherry@webcurl.co.uk

Service scope

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 Drupal, sugarCRM, Microsoft Dynamics 365
Cloud deployment model Hybrid cloud
Service constraints Cloud based Software as a Service but may be available on-premise for larger enterprise customers.
System requirements None

User support

User support
Email or online ticketing support Email or online ticketing
Support response times 2 hours - Monday - Friday, 24/7 online portal, Out of hours support available for critical issues.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AAA
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Onsite support Onsite support
Support levels Our support packages are based on time used and is billed in 15 minute increments. The cost of a support contract is determined by the amount of time purchased in advance and is detailed below.

Time Block Cost per block

10 Hours - £ 1,000
20 Hours - £ 1,850
30 Hours - £ 2,600
50 Hours - £ 4,200
100 Hours - £ 7,750
200 Hours - £ 14,000

Webcurl provides an initial response within 2 hours for critical tickets with a proposed action and resolution timescale being posted within 4 working hours. Other tickets will be acknowledged within a maximum of 4 hours with a proposed action and resolution timescale being posted the same day.

Webcurl provide help-desk support via telephone, e-mail and the online portal during the hours of 9.00am to 5.00pm UK time (excluding weekends and days which are public holidays in England).
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Training and documentation are provided for the solution.

Development work and training is provided on an ad-hoc basis and is for a set amount of days.

Additional help is provided via our support agreement and is detailed further in the support agreement document.
Service documentation Yes
Documentation formats PDF
End-of-contract data extraction All data will be returned to the customer via a backup of the MYSQL database and the supporting software which is located in our GIT repository, This extraction can also be performed on an on going basis by the end user at any point of the contract lifecycle.

As we use open source technology, the system can be restored freely on a new platform by another vendor or the end user
End-of-contract process When a project contract ends, we normally enter into a support contract with our clients, which includes security, hosting, maintenance and ticket management.

In the case a client wishes to seek services elsewhere, a handover meeting is booked in with the new agency and we collaborate with them to ensure smooth transitioning.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 Mainly layout and re-organisation of data on screens.
Accessibility standards WCAG 2.0 AAA
Accessibility testing We have used third party eye tracking companies to test the usability of our software.
API No
Customisation available Yes
Description of customisation Our solution can be fully configured and customised to suit the business requirement. Simple configurations and content updates can be conducted by a standard business user and more complex changes can be easily completed with an IT administrator.

Scaling

Scaling
Independence of resources Due to our services being in the cloud we can add additional resources to a tenant as and when required.

Other tenants on the same platform are restricted to a set amount of resources.

Analytics

Analytics
Service usage metrics Yes
Metrics types Visitors and access to the site, last logged in etc.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Staff screening not performed
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
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 once a year
Penetration testing approach In-house
Protecting data at rest Physical access control, complying with CSA CCM v3.0
Data sanitisation process Yes
Data sanitisation type Explicit overwriting of storage before reallocation
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 importing and exporting
Data export approach Client data & information is securely held on the communication platform we use.

A full backup of docs, xls, csv, pdf, png, xml, json, the MYSQL database and any other appropriate files will be provided on demand.
Data export formats
  • CSV
  • ODF
  • Other
Other data export formats
  • Mysql Backups
  • Json
  • XML
  • XLS
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Mysql backup
  • Json
  • Xml
  • XLS

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)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability Webcurl agrees to provide Licensee with access to the currently published SaaS version of the Licensed Software via the Internet. During any calendar month, the Licensed Software shall be available to Licensee 99.9% of the time via the Internet except for:
(i) the time during which the Licensed Software is unavailable so that Webcurl or the hosting provider can perform maintenance for security and system integrity purposes and provide Upgrades, also known as "Planned Maintenance Downtime";
(ii) downtime caused by circumstances beyond Webcurl’s control, including without limitation, acts of God, acts of government, flood, fire, earthquakes, acts of terror, war, third party strikes and other labor problems, or other events of force majeure;

iii) general Internet outages, failure of Licensee's infrastructure or connectivity, computer and telecommunications failures and delays not within Webcurl’s control; and

(iv) network intrusions or denial-of-service attacks.

In the event that Webcurl fails to maintain the foregoing availability of the Licensed Software during any calendar month of the subscription, Licensee's sole and exclusive remedy shall be to request a service credit in the following percentages of
the prorated monthly fees
99.9%, but greater than 99.5% 10%;
99.5%, but greater than 99.0%25%;
99.0%, a service credit of 50%.
Approach to resilience Available on Request
Outage reporting Via a pro-active monitoring tool available for access by our clients.

This provides downtime, current issues and previous outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
Access restrictions in management interfaces and support channels Management interfaces and support channels require user authentication via google or by username and password.

Access is usually restricted via a 2 factor authentication process to our software solutions.

We further control levels of access within the application with the use of user roles.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • 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 have access to real-time audit information
How long supplier audit data is stored for User-defined
How long system logs are stored for User-defined

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CQS Ltd
ISO/IEC 27001 accreditation date 01/02/2018
What the ISO/IEC 27001 doesn’t cover Our whole service provision is covered by ISO/IEC 27001 certification.
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 Yes
Security governance standards ISO/IEC 27001
Information security policies and processes All policies are documented and explained to staff during the on-boarding process.

A clearly defined escalation path is documented to handle non compliance

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach All our change management is handled by the software repository GIT. This provides us with documented evidence of when changes were processed and who completed the change.

All changes are run through standard security tests before being deployed in a live environment.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Threats to our system are assessed by our security team.

As we are extending third party software we are reliant to some degree of them notifying us of issues. The Open Source community is very good at releasing security updates, usual weekly, and these are applied automatically to our solutions.
Protective monitoring type Supplier-defined controls
Protective monitoring approach We actively monitor and are notified of any security issues from all the technology vendors we have in our stack.
Incident management type Supplier-defined controls
Incident management approach All security incident resolution is fully documented and actioned immediately.

Users can report incidents via the help desk portal and these will be reviewed and categorised accordingly.

Reports are available via our portal on all incidents past and present.

Secure development

Secure development
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

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £650 to £750 per person per day
Discount for educational organisations Yes
Free trial available Yes
Description of free trial No limitations, access to the full software will be given for 90 days

Documents

Documents
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
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