Mentor Group Limited

Mentor Productivity Accelerator App

The Mentor Productivity Accelerator MPA is a cloud based mobile and browser accessed multimedia B2B app. Clients can securely distribute and report on consumption of critical content, insights and solutions (video, audio, interactive documentation) to their community, stakeholders, partners and in order to increase and sustain user productivity and performance.

Features

  • MPA app enables secure distribution of content to mobile communities.
  • MPA app supports all commonly used browsers and device types.
  • MPA content can be selectively distributed to stream or download.
  • The Management Console controls who sees what and when.
  • The Management Console controls user additions / deletions.
  • The Management Console allows prioritisation and organisation of content.
  • The Management Console reports on who saw what and when.
  • The MPA app allows access to content organised by 'channels'.
  • MPA users receive notifications, can rank content and be quizzed.
  • The MPA app can include links to multiple distributed URL's.

Benefits

  • MPA enhances user productivity by 'putting knowledge in their pockets'.
  • MPA content can be consumed on or offline, anytime, anywhere.
  • MPA is quick and simple to install, manage and use.
  • MPA scales from 50 to 10,000 plus users.
  • MPA extends and adds value to CMS systems and processes.
  • MPA enhances management and team communication at all levels.
  • Content can be precisely targeted at groups and individuals.
  • Individual users can access MPA on multiple devices and types.
  • Native apps take advantage of all new smart device technology.
  • MPA is Enterprise ready with 24 x 7 support options.

Pricing

£2 per person per week

  • Education pricing available
  • Free trial available

Service documents

G-Cloud 10

979327343769685

Mentor Group Limited

Paul Patterson

01442849999

solutions@mentorgroup.co.uk

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Public cloud
Service constraints Native apps for Blackberry or Windows Phones are not currently supported.
System requirements
  • IOS 11 or later
  • Android Lollipop or later
  • IE 10 or later
  • Chrome
  • Edge
  • Safari
  • Firefox

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email ticketing support is offered as standard.

Standard response times are by end of next business day.

Same business day response time cover is a service upgrade option.

Weekend cover is service upgrade option.
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 No
Onsite support Yes, at extra cost
Support levels First level support will be provided by the Console Manager administrator within the buyers organisation or by a buyer appointed third party support / services organisation.

Second level support will be provided by Mentor Group direct to either the Console Manager administrator or to a buyer appointed third party support / services organisation.

Third level support will be provided by Mentor Group if an issue is not resolved by second level support within 48 hours of receiving a support request from First level support.

There are no incremental charges associated with either First, Second or Third level support services.

Technical account managers are available as needed.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Buyers will have access to comprehensive Management Console training by Mentor Group, who offer this service onsite or virtually (online). In either case Mentor will update all buyers with a comprehensive and ongoing Management Console playbook and telephone support.
Service documentation Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction All data can be extracted to CSV files at the end of contract by the buyer assigned Management Console Manager. Alternatively, Mentor Group can be instructed to do the extraction on the buyers behalf.
End-of-contract process The service will terminate upon instruction from the customer and all data will be extracted and or erased. The buyer can accomplish this via their Management Console or they can instruct Mentor Group to execute on their behalf. All data can be extracted to CSV at the end of contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 Mentor MPA has been designed and built with the ambition of providing a uniform user experience whether using iOS, Android, Windows PC or Apple Mac devices using either apps or browsers.
Accessibility standards WCAG 2.0 A
Accessibility testing MPA has been extensively and successfully tested by users with disabilities. It utilises the native assistive functionality available in the supported iOS, Android and browser devices.

Additionally, video content can be delivered with open captions if required.
API No
Customisation available Yes
Description of customisation The MPA can be customised, or not, for every deployment. These customizations can include:
Colours
Fonts
Icons
Logos
Channel names
#'s of channels
Content
etc

Users cannot customise the App - only the Management Console manager/admin can customise changes to the App.

Scaling

Scaling
Independence of resources Mentor Group currently utilises Amazon Web Services Elastic Compute model. This facilitates auto scaling features to ensure user demand is met at all times. MPA apps are served by separate infrastructures for each of our clients with dedicated virtual hardware to ensure consistency of performance with segregation of service instances. A multi-tenant version is also available.

Analytics

Analytics
Service usage metrics Yes
Metrics types Service usage can be measured and reported via the Management Console. There are a range of standard reports that show various data and usage types such as:

Adoption.
Reverse Adoption.
Content Consumption.
Practice area compliance.

Custom reporting options are also available to the Management Console administrator.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
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 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
  • Encryption of all physical media
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 Personal Data is managed by the buyer assigned Management Console administrator.

Buyer content is uploaded to the app by the Management Console administrator.

The Management Console administrator manages which users see what content, when. This includes specifying whether particular content is viewable only by groups of users or individual users, or downloadable or both,
Data export formats CSV
Data import formats
  • CSV
  • ODF
  • Other
Other data import formats
  • Excel
  • Business intelligence applications
  • Word
  • Powerpoint
  • Video
  • Photo
  • Audio
  • Raw
  • PDF

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks TLS (version 1.2 or above)
Data protection within supplier network TLS (version 1.2 or above)

Availability and resilience

Availability and resilience
Guaranteed availability Utilising the Amazon Web Services data centres, Mentor Group offers a 99.99% uptime SLA on the underlying physical infrastructure and MPA service, which is further supported by resilient failover.
Approach to resilience Resilience is inbuilt by design. With load balancers, dual servers, Elastic Compute on top of Amazon Web Services highly resilient servers, the solution has been designed to be resilient from its inception.
Outage reporting Should there be a service outage, Management Console administrators will be advised via email with an estimate of the fix time. By separate agreement a phone call can be included. Communication will be (by default) every 30 minutes unless otherwise agreed. Administrators can then contact their users by their communication preference. Mentor Group's policy is that it does not directly communicate with MPA users, unless exceptionally requested to do so, by the Management Console administrator.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Username or password
Access restrictions in management interfaces and support channels The Console manager/admin is the only person(s) who are able to deactivate and activate users.

The App is built to ensure content can be distributed to Regions, Countries, Territories, Groups and Job roles. Each piece of content is assigned to one or more of these areas on a hierarchical basis.
For example, a piece of content can be sent to everyone in the UK or it can be sent to a specific team such as a regional or specific functional team, or even an individual only.
Access restriction testing frequency At least every 6 months
Management access authentication
  • 2-factor authentication
  • Username or password

Audit information for users

Audit information for users
Access to user activity audit information You control when users can access audit information
How long user audit data is stored for Between 1 month and 6 months
Access to supplier activity audit information You control when users can access audit information
How long supplier audit data is stored for Between 1 month and 6 months
How long system logs are stored for Between 1 month and 6 months

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 Yes
Security governance standards
  • CSA CCM version 3.0
  • ISO/IEC 27001
Information security policies and processes The standard reporting structure that is followed is as follows (note, Mentor Group has the flexibility and capacity to customise processes on a case by case basis).

1) End user to Management Console administrator.
2) Management Console administrator to Mentor Group Client Support.
3) Mentor Group Client Support to Mentor Chief Technical Officer.
4) Mentor Chief Technical Officer to Hosting provider.

If required, Mentor Group can exceptionally, either permanently or temporarily, have access to the buyers Management Console, in which case a two factor authentication process is followed to communicate and manage encrypted password access control to named, authorised individuals in Mentor Group.

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 Mentor Group has formal configuration and change management processes that are overseen by the office of the CTO. Utilising leading toolsets eg JIRA and Trello, all customer configurations are managed on a 24x7 basis. Any changes are planned, agreed and authorised via a weekly status meeting/process. All are subject to risk assessment from a customer impact and security standpoint. Progress is tracked on a daily basis using a 'RAG' dashboard accessible to authorised personnel only. An escalation process is in place that allows for incremental 'ad hoc' meetings should any of the stakeholders consider it time sensitive and necessary.
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach The services are monitored 24x7 by a remote team who assess and detect threats both proactively and reactively. Patches are recommended and then passed through a Change Advisory Board (CAB) for implementation once impact is known. The office of the CTO provides oversight and authority for the CAB.
Protective monitoring type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach Mentor Group has a 24x7 monitoring team which is accountable for monitoring all customer services, their status and any security impact. Threats are responded to depending on severity. High risk vulnerabilities are reported to the office of the Chief Technical Officer within 30 minutes.
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 The monitoring team have pre-defined processes for all 'common' events, consistent with providing support for multiple large Enterprise class customers.

Users (Management Console administrators) report incidents via phone or email.

All incidents are logged, assigned unique incident numbers and a severity level. Closure occurs by mutual agreement with customers. All incidents are reviewed by the office of the CTO on a daily basis.

Secure development

Secure development
Approach to secure software development best practice Conforms to a recognised standard, but self-assessed

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £2 per person per week
Discount for educational organisations Yes
Free trial available Yes
Description of free trial Mentor Group offers a 30 day trial using a unique but non customised / personalised multi-tenant version of the service (though it is still secure). It is not limited in terms of number of users, amount of content or numbers of devices.

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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