Softcat Limited

Salesforce - Marketing Cloud

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. SFDC2019GC11

Features

  • 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

Benefits

  • 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 & CE+ 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

Pricing

£720.09 per person per month

Service documents

G-Cloud 11

966267396144919

Softcat Limited

Charles Harrison

01612725766

psitq@softcat.com

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 Salesforce services are all modular and pre-integrated with Einstein AI built-in. Functionality can be expanded as needed. Customers extend by adding Einstein Analytics to: Service Cloud for case management, Sales Cloud for CRM and 360degree view, and Marketing Cloud for engagements and customer journeys. Further information here https://appexchange.salesforce.com/ and https://www.salesforce.com/uk/products/
Cloud deployment model Public cloud
Service constraints "Key considerations (further detail in our Supplier Terms)
As Salesforce is multi-tenant, there are 'governor limits' which prevent resources from being monopolised by any single organisation.
NB though these limits exist it's rare for customers to be impacted, and even more unusual for our current Public Sector customers. In the unlikely event of a need to increase, limits can be extended with various add-ons separately listed. Hitting a limit is often a sign of an underlying design flaw. Please make yourself aware of these limits at this link https://developer.salesforce.com/docs/atlas.en-us.210.0.salesforce_app_limits_cheatsheet.meta/salesforce_app_limits_cheatsheet/salesforce_app_limits_features.htm
A user’s password may not be shared with any other individual."
System requirements
  • Connectivity to the Internet
  • A standard browser, either desktop or mobile
  • Salesforce mobile app is available if preferred to a browser
  • Appropriate bandwidth, https://help.salesforce.com/articleView?id=000004958&type=1

User support

User support
Email or online ticketing support Email or online ticketing
Support response times "Every Salesforce service includes support as standard. The lowest level relies on the Salesforce user community for responses and has a response time of 2 business days, this can be reduced to 1 hour with the appropriate upgrade in your support plan.
https://www.salesforce.com/content/dam/web/en_us/www/cloud-services/documents/premier-success-plans-datasheet.pdf"
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 "Salesforce Web chat has not been specifically tested against usability standards; the Salesforce web chat Pre-Chat and Post-Chat forms are implemented through Salesforce's Visual Force Markup language, the presentation of which can be customised by the customer, giving them control over accessibility, including for example:
- providing text alternatives for any non-text content so that it can be changed into other forms people need, such as large print, braille, speech, symbols or simpler language. They can, for example, set Alt Tags on any images used on the forms or in the chat window.
- Ensuring that colour isn't the only means of conveying information and making contrast ratios between text and its background sufficient that it can be read by people with moderately low vision."
Web chat accessibility testing Salesforce has not conducted usability studies to verify that the online chat function works effectively with screen reading and other assistive technology. However, existing customers have conducted extensive testing and, for example, the Driver and Vehicle Licensing Agency is successfully using the Salesforce Webchat capability in production
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 Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started 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.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
  • Other
Other documentation formats Salesforce also provides free online courses, referred to as 'Trails'
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 marketingcloudsupport@salesforce.com; 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.
End-of-contract process "After termination of the Advertising Studio, Predictive Intelligence or Social Studio services, to request deletion of Customer Data submitted to such service, contact marketingcloudsupport@salesforce.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

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 11
  • Firefox
  • Chrome
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 WCAG 2.1 AA or EN 301 549
Accessibility testing "Salesforce is committed to providing applications accessible to all. This includes users working with assistive technology, such as speech recognition software and screen readers. Salesforce follows international best practices in Section 508 of the Web Content Accessibility Guidelines (WCAG) 2.0 Level AA to the extent possible.

A third party has assessed and documented the accessibility status of Salesforce core products in the VPAT documents published here: https://www.salesforce.com/company/legal/508_accessibility.jsp

In addition, Salesforce includes an alternate user interface mode that lets users with assistive devices, such as speech recognition software and screen readers, work with Salesforce more effectively with detail here https://help.salesforce.com/articleView?id=accessibility_mode_enabled.htm&type=0"
API Yes
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 Yes
API documentation formats
  • HTML
  • PDF
API sandbox or test environment Yes
Customisation available 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

Scaling

Scaling
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.

Analytics

Analytics
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
  • Regular reports

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Salesforce

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Developed Vetting (DV)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations
  • United Kingdom
  • European Economic Area (EEA)
  • EU-US Privacy Shield agreement locations
  • Other 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 ‘IT Health Check’ performed by a CHECK service provider
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Scale, obfuscating techniques, or data storage sharding
  • Other
Other data at rest protection approach "Classic Encryption: native Salesforce application feature which can be used to encrypt specific custom fields. There is no additional cost for this, but it does impact some application functionality. More information here: http://sfdc.co/FieldEncryption Platform Encryption:

Platform Encryption allows customers to encrypt data stored through Salesforce such as: files and attachments, certain standard and custom fields, and use an advanced key management system. It uses native strong, standards-based encryption. Controls help to protect data, which include the use of derived data encryption keys and customer-controlled key rotation, generation, and destruction process. Available for an additional cost."
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 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
  • CSV
  • Other
Other data export formats
  • A file export wizard for a CSV or TXT file
  • An FTP export as either an automated or batch process
  • Via an Application Programming Interface or API call
Data import formats
  • CSV
  • Other
Other data import formats
  • A delimited file (.txt, comma or other delimiter).
  • SOAP-based API.

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)
  • Other
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
  • Other
Other protection within supplier network Customer data is protected within the Salesforce service through a mature, standards-based defence in depth security architecture. Logical and physical access is strictly controlled and monitored and the controls used are in scope for the various security certifications the company has, and audited regularly by third parties. Controls such as firewalls, intrusion detection, anti-malware, file integrity monitoring are augmented with extensive monitoring to provide a robust prevention, detection and response model. Internal and external, as well as third-party vulnerability scanning and application penetration testing are also in place.

Availability and resilience

Availability and resilience
Guaranteed availability "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 Outages are publicised on a public portal and via email alerts. 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

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)
  • Dedicated link (for example VPN)
  • Username or password
  • Other
Other user authentication Salesforce has a very comprehensive set of authentication mechanisms that customers can chose from. These include the inherent username and password option, Single Sign-on, Social Sign-on through another application, such as google, integration with existing identity management systems a customer may have, 2 Factor Authentication, and the application can also act as a Service Provider or Identity Provider for SSO integration using SAML.
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 every 6 months
Management access authentication
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • 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 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

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 Schellman & Company, LLC (Formerly BrightLine)
ISO/IEC 27001 accreditation date December 14th, 2018
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
PCI certification No
Other security certifications Yes
Any other security certifications
  • Cyber Essentials PLUS
  • SOC 1,2,3 Reports
  • Binding Corporate Rules
  • Privacy shield
  • ISO: 27018
  • ISO: 27001
  • Various Geographic credentials available at https://scdp.salesforce.com/

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
  • Other
Other security governance standards "ISO/IEC 27001
ISO/IEC 27018
SSAE-18/ISAE3402
UK Cyber Essentials PLUS"
Information security policies and processes Salesforce's Information Security Management System (ISMS) and information security policies are based on the ISO 27002 framework of best practices and are ISO 27001 certified. As required by this certification, the ISMS is endorsed by Senior Management. The EVP of Security has responsibility for the information security policies and ISMS. The Trust Strategy Alignment (TSA) Committee approves/authorizes all changes to the policies, the Statement of Applicability (SoA), the information security manual, and any separate policy statements. During the ISO 27001 audit process (as well as other audits such as SOX and SSAE 16 SOC 1), Senior Management for various departments are involved in verifying that policies and procedures are in place and adhered to. Policies are reviewed/approved at least annually.

Operational security

Operational security
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 "Salesforce has formal processes for placing a system into production. This procedure includes a build checklist, server hardening checklist and pre-production testing. Baseline configurations for servers, network devices, and databases are consistent with industry-accepted CIS (Centre for Internet Security) system hardening guidelines.

Change control procedures are required by the company’s Change Management Policy and include steps for testing, review, authorization, communication, verification, and back-out procedures. All changes to the infrastructure components are tested in a dedicated environment using production class equipment before being deployed into production. Changes are reviewed and approved by Technical Operations management prior to deployment to production."
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Salesforce has various vulnerability management processes in place around internal scanning, external scanning & vendor patch release management. Technical operations and security personnel monitor vulnerability alerts and patch release notifications from vendors and other sources. There are associated evaluation and deployment processes in place. Salesforce also regularly performs self-vulnerability assessments using various tools and techniques, such as Qualys. In addition, Salesforce uses external service providers to perform an application vulnerability assessment after each major release (three times annually) and network vulnerability assessments quarterly. There is also an on-going external application scanning service used. further detail on responsible disclosure here https://trust.salesforce.com/en/security/responsible-disclosure-policy/
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Salesforce's Computer Security Incident Response Team (CSIRT) uses a security event logging and management system to manage the alerts and logs generated by devices on our network and provide protective monitoring. The system consists of a central database, management server, and distributed agents. The distributed agents receive events from network devices and systems (firewalls, IDS, routers, switches, hosts, file integrity, and database monitoring) on the network, then compress, encrypt, and transmit the data to the management server and database for processing. Correlated events are configured to generate alerts and logs which are monitored on a 24/7 basis.
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."

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 £720.09 per person per month
Discount for educational organisations Yes
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 or setup

Service documents

pdf document: Pricing document pdf document: Skills Framework for the Information Age rate card pdf document: Service definition document pdf document: Terms and conditions pdf document: Modern Slavery statement
Service documents
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