Isharat Ltd

Digital Analytics Services

Isharat enables marketing professionals better understand online customer behaviour. Our team helps you implement KPIs that ensure you meet the campaign and marketing objectives and objectives. We use Adobe Analytics, Google Analytics, Salesforce.com APIs and AWS & Azure Cloud platforms.

Features

  • Marketing campaign measurements, models and KPI creation
  • Single view of online customers behaviour
  • Analytics implementation, new Adobe & Google Analytics set-up
  • Goal Setting and Conversion Funnels, user segmentation and filtering
  • Dashboard creation, Multi-channel reports and E-commerce reports
  • Google Tag Management and scripting
  • API connectors to marketing platforms and databases
  • Attribution modeling and data science
  • Adobe Analytics, Google Analytics, Debugging tools

Benefits

  • True “360 view” customers and citizen online experience
  • Enable more efficient delivery of campaigns
  • Digital marketing evaluation, gap analysis and recommendations
  • Accurate reporting and analytics
  • Multichannel campaign management
  • Personalise your interactions with customers / citizens
  • Increase in traffic, leads and conversions
  • Integration with other cloud services and platforms e.g. Salesforce.com
  • Technologies we support: Adobe Analytics and Google Analytics

Pricing

£275 per person per day

  • Education pricing available

Service documents

Framework

G-Cloud 11

Service ID

9 9 9 1 6 3 6 5 7 2 7 8 1 2 3

Contact

Isharat Ltd

GCloud Team

+441617103965

gcloud@isharat.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 All social media, internal and external communication platforms.
Cloud deployment model
  • Public cloud
  • Private cloud
  • Hybrid cloud
Service constraints Occasional planned maintenance. This is always carried out during off-peak periods with a minimum of 1 week's notice.
System requirements
  • AWS
  • Azure
  • GCP

User support

User support
Email or online ticketing support Yes, at extra cost
Support response times Same day
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.1 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.1 AA or EN 301 549
Web chat accessibility testing Web chat, We support assistive technology users through Zendesk
Onsite support Yes, at extra cost
Support levels Support requirements are discussed and agreed based on client business requirements.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started We provide remote setup via phone and chat as well as online help.
Service documentation Yes
Documentation formats HTML
End-of-contract data extraction All user data is help in the Cloud environment and is private and owned by the user. Users can have exports of all databases
End-of-contract process At the end of the contract all client and customer data is removed from the system and deleted and the chosen services cannot be accessed. There are no financial implications associated with ending the contract.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • 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 The chat/chatbot uses the full screen.
Service interface No
API No
Customisation available Yes
Description of customisation Complete look and feel of the chat interface as well as branding of the admin system.

Scaling

Scaling
Independence of resources Serverless cloud.

As chatbots are in your own Cloud environment you can configure your own service levels.

Analytics

Analytics
Service usage metrics Yes
Metrics types Comprehensive data on inbound and outbound usage across all chosen services / channels is available on the secure on-line administration portal. This includes but is not limited to volumes of enquiries, the customer journey within the services, the duration of chats and transfers to live agents.
Reporting types
  • Real-time dashboards
  • Reports on request

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
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 Managed by a third party
Penetration testing frequency Never
Protecting data at rest Other
Other data at rest protection approach Within your Cloud framework.
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach All customer data collected on the services is exported to the client by Inform in their chosen format and in full compliance with GDPR
Where required / available customer data can be loaded directly into client electronic forms
Data export formats
  • CSV
  • Other
Data import formats
  • CSV
  • Other
Other data import formats
  • XML
  • JSON

Data-in-transit protection

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

Availability and resilience

Availability and resilience
Guaranteed availability No guaranteed SLA.
Approach to resilience Use Cloud service provides (AWS/Azure) state of the art resilience.
Outage reporting Refer to Cloud provider's standards for outages.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels Microsoft account id and password or AWS IAM
Access restriction testing frequency Never
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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 Less than 1 month
How long system logs are stored for User-defined

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 Yes
Any other security certifications
  • AWS cloud platform PCI Certification
  • Azure cloud platform PCI Certification

Security governance

Security governance
Named board-level person responsible for service security No
Security governance certified No
Security governance approach Use IAM sign-on for security - single sign-on. In other word, security is outsourced to Cloud Provider.
Information security policies and processes Use Cloud provider's security policies and procedures.

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach We produce stateless microservices which are a WYSIWYG. The assets are managed within your own change management processes.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Our vulnerability risks are all sourced to Cloud provider.
Protective monitoring type Supplier-defined controls
Protective monitoring approach Our protective monitoring processes are all sourced to Cloud Provider.
Incident management type Supplier-defined controls
Incident management approach Our incident management processes are all sourced to the Cloud Provider.

Secure development

Secure development
Approach to secure software development best practice Supplier-defined process

Public sector networks

Public sector networks
Connection to public sector networks No

Pricing

Pricing
Price £275 per person per day
Discount for educational organisations Yes
Free trial available No

Service documents

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