Funnelback UK Ltd

Funnelback Enterprise and Site Search

Funnelback Enterprise Search is a best-of-breed Search technology which offers the ability for users to search multiple data repositories and file types simultaneously. Funnelback's search technology not only provides fast and relevant search results, but it can also be completely customised to meet any organisations search requirements.

Features

  • High quality and tuneable ranking algorithm
  • Intuitive administrative interface for configuration and reporting
  • Flexible Results Presentation
  • Faceted & Contextual Navigation filtering
  • Document level security
  • Application Development Platform
  • Speed and Scalability
  • Inbuilt WCAG Accessibility Compliance Auditor Tools
  • Content Optimiser SEO / Ranking Reporting
  • Metadata Quality Reporting

Benefits

  • Lower Cost of user interaction
  • Improved User Experience
  • Business Intelligence
  • Increased Conversions
  • Deliver Personalised Content

Pricing

£5000 per instance per year

  • Free trial available

Service documents

G-Cloud 9

993419204649202

Funnelback UK Ltd

Gordon Grace

+44 (0)207 183 6822

ggrace@funnelback.com

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints N/A
System requirements N/A

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Funnelback guarantees that it will use its best endeavours to contact and inform the Customer of progress in resolving an Incident within the Response Times below.

Funnelback’s processes for determining such Priority are contained within the following Policy: www.funnelback.com/policies/incident-management
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Yes, at extra cost
Support levels All Customers are assigned a dedicated Account Manager.

Standard Support is UK business hours Mon-Friday 9 am to 5:30 pm

Support can be accessed either via email or by Phone

24/7 Support is available at an extra cost.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Funnelback provides consulting and training in addition to the use of the search service for the initial onboarding
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction Data can be extracted in CSV format
End-of-contract process Funnelback and/or the customer give notice of termination. At the termination date, the service is terminated and all customer data is then removed from Funnelback's hosted platform

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 9
  • Internet Explorer 10+
  • 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 Funnelback utilises Responsive design principles to make sure it's Admin and End User experiences are consistent across multiple devices.
Accessibility standards WCAG 2.0 AA or EN 301 549
Accessibility testing All Instances of Funnelback are built to WCAG 2.0 AA standard and are checked via Funnelback's inbuilt accessibility auditing tools.
API Yes
What users can and can't do using the API Funnelback provides a number of REST APIs which can be used to interact with Funnelback.

An interface to view the available calls and their documentation is available from the classic admin UI's system menu, through the link labelled 'View API UI'.

Further information on Funnelback's API's can be found here:https://docs.funnelback.com/15.8/more/extra/api_ui.html
API documentation Yes
API documentation formats
  • HTML
  • Other
API sandbox or test environment Yes
Customisation available Yes
Description of customisation Funnelback is fully customisable Enterprise and Site search solution.

Funnelback allows for the complete customisation of search engine result pages via its inbuilt template engine.

In addition to this, Customers can completely define the ranking and the logical of the search service.

Scaling

Scaling
Independence of resources Where Funnelback provides its search platform via dedicated SaaS each instance is run independently of any other.

On our multi-tenanted model, safeguards are built into the installation so they can affect other clients.

Analytics

Analytics
Service usage metrics Yes
Metrics types Funnelback is equipped with extensive query reports to monitor search behaviour and usage over a short or extended period.

Funnelback reports on:
† -Top queries
† -Summaries of queries
† -Most commonly searched keywords
† -Top clicked results
† -Top non-matching queries
† -Top searchers
† -Top searchers by city and country
† -Date

Trend Alerts
Allows administrators to detect and monitor unusual behaviour

Content Auditor
Content Auditor provides you with complete insight over your content so that you can make informed decisions

Accessibility Auditor
Accessibility Auditor offers a complete compliance checking service of your website,
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

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 In-house
Protecting data at rest
  • Physical access control, complying with another standard
  • 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 Via Restful Apis, CSV or Pdf format
Data export formats CSV
Data import formats CSV

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

Availability and resilience

Availability and resilience
Guaranteed availability https://www.funnelback.com/policies/uptime
Approach to resilience Available on request
Outage reporting Funnelback reports outages via a public dashboard, an API, SMS and email alters

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels Funnelback use a named support model where only pre-nominated users can access the support system
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 You control when users can access 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 User-defined
How long system logs are stored for Between 1 month and 6 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 BSI
ISO/IEC 27001 accreditation date 26/10/2016
What the ISO/IEC 27001 doesn’t cover N/A
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security accreditations No

Security governance

Security governance
Named board-level person responsible for service security No
Security governance accreditation Yes
Security governance standards ISO/IEC 27001
Information security policies and processes ISO Accreditation policies

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 Change Management of network and infrastructure equipment is part of our ISMS based on the ISO27001:3013 standards. Changes are categorised depending on their impact and risk and are approved or rejected by change advisory boards consisting of members of the business responsible of the infrastructure in question as well as reps of other business areas or customers which could be affected by the change. Normal changes require a full testing and rollback plan as well as scheduled notification for the affected parties. Where possible, changes are managed using automated configuration Management systems
Vulnerability management type Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach Funnelback ahs a security incident response plan which is used to respond to potential inicidents. These are classified by the severity and type. the combination of which is used to decide on the approach to analysing, mitigating and resolving the vulnerability
Protective monitoring type Supplier-defined controls
Protective monitoring approach Funnelback uses various internal/external monitoring systems eg Pingdom, ThousandEyes, Nagios. Network traffic is monitored at the edge of our network using an intrusion detection system as well as on separate stateful firewalls
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 Funnelback has a major incident Management process which covers roles, responsibilities and actions for staff when managing a major incident. Users may report an incident over the phone or via our ticketing system. If an incident is deemed major or an SLA breach occurs all affected customers will be provided an incident report to their registered contact

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 £5000 per instance per year
Discount for educational organisations No
Free trial available Yes
Description of free trial Crawl of agreed data set.
Hosted on Funnelback's server with remote access given to the Client
30 Day Limit

Documents

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