At Meltwater, we enable our clients to harness external data – the unstructured public domain of editorial and social media. We turn these into data-driven insights that guide organisational decision making. Helping our clients gather, analyse, and then distribute those insights, internally and externally via a blend of software.
- Social media management:Draft, schedule, publish content, respond and analyze
- Media monitoring:Search results, realtime, +320,000 Editorial-sources, AI, machine learning
- Social media monitoring:Search results, real-time, Boolean, AI, machine learning
- Press outreach:Draft, schedule publish and measure
- PR attribution:Measure sites that are driving traffic to websites
- Reports and Analytics: On-demand dashboards, real-time, online sharing, custom reports
- Newsletters:Share insights in a branded newsletter, based on Social&Editorial media
- Mobile applications: Analytics, push notifications, Issue alerts, content sharing
- Manage or your social accounts from one place
- Monitor brand, competitors, products, audience
- Send Press releases and Measure your PR results
- Quantify the PR value as a result of your work
- Insights and conclusions based on Editorial and social media
- Share insights internally and externally via e-mail or shareable dashboards
- All content and insights available in mobile devices
£5000 per licence per year
- Education pricing available
- Free trial available
- Pricing document
- Skills Framework for the Information Age rate card
- Service definition document
- Terms and conditions
- Modern Slavery statement
|Software add-on or extension||Yes, but can also be used as a standalone service|
|What software services is the service an extension to||
Our data can be accessed via API or RSS including connections to BI tools such as Domo, Tickr, Google Studio, Microsoft Dynamics and Tableau, MailChimp, Google Docs, Slack and Salesforce or a Zapier aaccount. API calls can be returned in XML or JSON.
Compatibility with Data Management Platform (DMP)
|Cloud deployment model||Private cloud|
|Email or online ticketing support||Email or online ticketing|
|Support response times||Monday - Friday 0800-1700|
|User can manage status and priority of support tickets||No|
|Phone support availability||9 to 5 (UK time), Monday to Friday|
|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||A user can ask questions about functionality and support connected to the tools via an in-app chat feature|
|Web chat accessibility testing||We have approximately 30 000 clients that have access to the web chat function.|
|Onsite support||Onsite support|
We provide Account setup, Implementation, Training&education, account management incl. technical support and engineering advice/recommendations and ongoing support.
All support fees are included in the subscription.
|Support available to third parties||No|
Onboarding and offboarding
From the start of our cooperation, you will receive an Implementation manager that is responsible for the Initial setup of search profiles; keywords, search strings and queries for all content channels and markets. All based on your requirements. Initial setup of dashboards and analytics
Initial setup of reports. - Implementation manager’s responsibility
Once initial setup is complete onsite training for all teams on how to use platform. - Implementation manager’s responsibility
On-going named account manager for all levels of support and to align with Nikon’s business goals and requirements to ensure partnership success
Provide ongoing support to help refine the profiles to ensure accurate data capture - Account Director responsibility
Share best practices around media management, analytics and marketing. - Account Director responsibility
Live Chat 24/7 within system for any immediate assistance - Client support
|End-of-contract data extraction||Export possibilities are available via API, RSS, Excell, CSV and PDF.|
The base license is highly customizable and includes:
One Media Intelligence platform
Local or global content
Editorial or/and social media
x amount of users
x amount of searches
x amount of Dashboards - Online shareable dashboards
Free amount of Ad-hoc searches
Tagging and archive features
Sharing opportunities via e-mail and social media channels
E-mail alerts, Issue alerts
Support and Education
Influencer database - Journalist database with outreach function for press releases
Social engagement - Connect your social accounts
Automated and printable media reports
Social media influencer database
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 mobile application is intuitive and has all the major features but is limited in regards to press outreach.|
|Accessibility standards||None or don’t know|
|Description of accessibility||The service can be accessed via a secure webpage, email, newsletter, and mobile devices.All pages are Titled and Consistent Navigation is used as well as Consistent Identification.Users can zoom (200%), enlarge text and visualize data in graphs. All functionality of the content is operable through a keyboard interface. Pre-recorded Audio is available for educational purposes. Colour can be selected for stronger visualization with a contrast ratio of at least 4.5:1. Timing Adjustable: 20 Hour Exception. Language of Page can be adjusted and Error Identification and Labels are provided when content requires user input.|
|What users can and can't do using the API||
All documentation for API is kept in our developer portal: https://developer.meltwater.com
Out of the box connections to BI tools such as Domo, Tickr, Google Studio, Microsoft Dynamics and Tableau
Link Meltwater to other platforms such as e.g MailChimp, Google Docs, Slack and Salesforce. Responses to the API calls can be returned in either XML or JSON format.
Provides a continuous stream of document for your searches in the Media intelligence platform. Like an automatic Newsfeed with more metadata i.e. sentiment, keyphrases etc.
Provides a dump of data for your searches in the Media Intelligence platform for a specified date range. Like a recurring CSV/Excel export that pulls large amounts of data on a predetermined timing.
For set up the service please see our developer portal
Changes and limitations are described in the developer portal
|API documentation formats||
|API sandbox or test environment||Yes|
|Description of customisation||
What can be customized:
Users and uses-rights, dashboard, analytical functions, KPI visualization, Search queries, Issue alerts, news tickers, date range, languages, colors.
Users customization is handled by the users. The users have high flexibility to alter the interface to reflect his/her needs. The user will, therefore, only be exposed to relevant analytics and insights.
|Independence of resources||
All systems are monitored by automated scripts. 24/7 support (Technical Support and Operations Engineering team across 4 global time- zones). 3-tier escalation policy.
Hot standby cluster with 14 days of data (compared to 6 months in the live cluster). Data is logged and logs are kept 6 months, so the data can be replayed to a restored live cluster.
Daily and weekly backups with onsite/offsite storage
|Service usage metrics||Yes|
Social Reach vs Social Volume
Top Posters by Reach
Top Social Posts
Share of Voice (SOV)
Top Posters by Volume
Most used language
Trending over time
Advertising Value Equivalency
Latest activity by source
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||None|
|Knowledge of data storage and processing locations||Yes|
|Data storage and processing locations||
|User control over data storage and processing locations||No|
|Datacentre security standards||Managed by a third party|
|Penetration testing frequency||At least once a year|
|Penetration testing approach||In-house|
|Protecting data at rest||Encryption of all physical media|
|Data sanitisation process||No|
|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||
Export data via API, RSS, Excel, CSV, PDF, JPG, XML, JSON,
The data can be digested via issue alerts, emails, push notifications, mobile applications, Dashboards, Analytical insights presented in online presentations or downloadable presentations.
|Data export formats||
|Other data export formats||API, RSS, Excel, CSV, PDF, JPG, XML, JSON,|
|Data import formats||Other|
|Other data import formats||RSS|
|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
Platform Availability SLA is 99.9%
Q1 2019 Meltwater achieved 100%
In 2018 Meltwater achieved 99.92%
In 2017 Meltwater achieved 99.94
This is calculated as Maximum Available Minutes in the calendar month less Downtime divided by Maximum Available Minutes in the calendar month.
“Downtime” is the total accumulated Deployment Minutes during which the platform is unavailable. A minute is considered unavailable when there is no connectivity throughout the minute.
1. Maintenance Events scheduled in advance are not included in downtime calculations.
2. SLA’s do not apply where unavailability or inaccessibility to the platform is caused by factors outside of our reasonable control, including any force majeure event or Internet access failure
|Approach to resilience||This information is available upon request and can be provided by our Security team.|
A public dashboard:
This is managed via a platform Status Page that is accessible from within the application but also externally
Clients can subscribe to email alerts for individual events or to the Status Page to receive email notifications for all events
Identity and authentication
|User authentication needed||No|
|Access restrictions in management interfaces and support channels||
Application Usernames, Passwords, Admin Rights
SSO Support: SAML Integration
|Access restriction testing frequency||At least every 6 months|
|Management access authentication||
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||No audit information available|
|How long system logs are stored for||Between 1 month and 6 months|
Standards and certifications
|ISO/IEC 27001 certification||Yes|
|Who accredited the ISO/IEC 27001||UKAS Management Systems ISO/IEC 27001:2013|
|ISO/IEC 27001 accreditation date||08/03/2013|
|What the ISO/IEC 27001 doesn’t cover||
This certification was not directly for meltwater but for our Data Centre services provider.
Our cloud services provider, AWS, is SOC III compliant.
|ISO 28000:2007 certification||No|
|CSA STAR certification||No|
|Other security certifications||No|
|Named board-level person responsible for service security||Yes|
|Security governance certified||Yes|
|Security governance standards||
|Other security governance standards||
Our Data Centre vendor is ISO-27001 certified
Our Cloud Services provider, AWS, is SOC III compliant
|Information security policies and processes||
Meltwater VP of Engineering and company Executive Director is ultimately responsible for security (see Named board-level person responsible for service security).
Our security policies cover both internal systems and research & development (application and platform development).
The Sr Director of IT is responsible for internal systems.
Meltwater employs a Security officer. This officer manages a security guild staffed by members from across Product and Engineering. The Security officer is responsible for managing security policies. The Security officer also acts in an advisory capacity to senior management on communications related to any security risk or breaches working with all necessary parties as required i.e. data centre and cloud providers, legal representatives and so on.
|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||Policies and procedures are established for management authorization for changes, development or acquisition of existing or new applications, systems, databases, infrastructure, services, operations and facilities|
|Vulnerability management type||Supplier-defined controls|
|Vulnerability management approach||
Formal risk assessments are aligned with the enterprise-wide framework and performed at least annually determining the likelihood and impact of all identified risks, using qualitative and quantitative methods.
Impact associated with inherent and residual risk is determined independently, considering all risk categories including audit results, threat and vulnerability analysis, and regulatory compliance and so on.
|Protective monitoring type||Supplier-defined controls|
|Protective monitoring approach||
Security threat detection systems using signatures, lists, or behavioral patterns are updated across all infrastructure components within industry accepted time frames.
Network-layer, Application-layer, local operating system layer vulnerability scans executed regularly based on industry best practices
Application-layer vulnerability scans executed regularly based on industry best practices
Capability to rapidly patch vulnerabilities across all of computing devices, applications, and systems
|Incident management type||Supplier-defined controls|
|Incident management approach||
Meltwater maintains a pre-defined process for managing incidents by impact and severity. This process includes situation, technical and communications management.
Users can report issues via In-app via chat, in-app ticket or ticketing system via email.
Incidents reports are sent via in-app or through ticketing system via email.
For issues that have a broader impact, Meltwater maintain and application Status page that all users can access in-app or directly. Users can also subscribe to email notifications from the Status Page.
|Approach to secure software development best practice||Conforms to a recognised standard, but self-assessed|
Public sector networks
|Connection to public sector networks||No|
|Price||£5000 per licence per year|
|Discount for educational organisations||Yes|
|Free trial available||Yes|
|Description of free trial||
The trail is tailored to the client needs.
It can include a few demo searches, e-mail alerts, Issue monitoring and analytics presented in a tailored dashboard.
The trial period is limited to a few days.