EXACTLY TECH LTD

Glympse En-route Customer Engagement

Glympse provides a real-time location sharing platform that enhances transparency and coordination for businesses and consumers alike. Its mobile service offers robust tracking solutions, enabling efficient operations, improved customer satisfaction, and enhanced safety through seamless communication and location monitoring across various industries.

Features

• Uber-like Experience for residents
• Accurate ETAs which take live traffic conditions into account
• Real-time ETA and live operative tracking with map display
• Customers can easily reschedule appointments through Glymps
• Customer can see operative identity and vehicle details in advance
• Automated appointment confirmation, updates and reminders throughout

Benefits

• 25-60% Reduction in delivery appointment related calls
• Improve CSAT scores by greater than 10 points with Glympse
• 10-35% decrease in missed appointments
• Enhanced customer experience
• Giving residents back control of their time

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

148743363096424

Contact

Richard Libby
07376 782551
info@exactly.tech

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Sales force productivity and management
        • Sales force productivity and management
      • Customer service
        • Customer service
• Multi cloud support: No

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: Glympse is commonly used as an extension to:; ; Customer relationship management (CRM) systems; Housing management systems; Field service management and job scheduling systems; Contact centre and customer service platforms; Enterprise resource planning (ERP) systems; Case management systems; Mobile workforce management applications
• Cloud deployment model: Public cloud
• Service constraints: The service is delivered as a vendor-hosted SaaS and requires an active internet connection.; ; Planned maintenance may occasionally result in limited service availability. Where possible, maintenance is scheduled outside UK business hours and advance notice is provided.; ; End users require a modern, supported web browser.; ; Mobile users require a supported smartphone operating system (iOS or Android).; ; Integration with third-party systems is dependent on the availability and stability of those systems and their APIs.
• System requirements:
  • Modern supported web browser (Chrome, Edge, Firefox, Safari)
  • Reliable internet connection for real-time updates
  • Supported mobile device for field operatives
  • IOS or Android operating system on mobile devices
  • SMS or email capability for customer notifications
  • User access to receive web links
  • API connectivity for system integrations, where required
  • Customer systems capable of HTTPS outbound connections

User support

• Email or online ticketing support: Yes
• Support response times: Support requests submitted via email or our online ticketing are acknowledged within one business day.; ; Standard support is provided Monday to Friday, 9am–5pm UK time, excluding public holidays.; ; Weekend support is not included as standard but may be available by prior agreement.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• 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: Support levels; ; Standard support (included); Standard support is included with the service subscription. Support is provided via email or online ticketing during UK business hours (Monday to Friday, 9am–5pm, excluding public holidays). Requests are acknowledged within one business day. Standard support covers incident reporting, service usage queries, and general troubleshooting.; ; Enhanced support (optional, chargeable); Enhanced support can be provided by prior agreement at an additional cost. This may include extended support hours, prioritised response times, and enhanced assistance during critical service periods such as go-live or major changes.; ; Onsite support (optional, chargeable); Onsite support is available by prior agreement and charged separately. This may include implementation assistance, workshops, training, or on-site troubleshooting.; ; Cost of support levels; ; Standard support: included in the service price; ; Enhanced support: additional cost, priced on a time-and-materials or agreed support package basis; ; Onsite support: additional cost, charged at agreed day or hourly rates plus expenses where applicable; ; Technical account management; ; A dedicated technical account manager or cloud support engineer is not provided as standard.; Where required, a named technical contact or cloud support engineer can be made available as part of an enhanced or project-based support arrangement.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are supported through a structured onboarding process designed to enable a smooth and efficient start to using the service.; ; Initial setup typically includes configuration of the service, user access, and integrations with existing systems where required. Buyers are provided with user documentation and guidance to support day-to-day use of the service.; ; Online training sessions can be provided remotely to introduce administrative users and operational teams to the service, covering core functionality, configuration options, and best practice usage.; ; Onsite training and implementation support are available by prior agreement and at additional cost.; ; Ongoing support is available via email or an online ticketing system to assist users during the onboarding phase and beyond.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: At the end of the contract, buyers can request extraction of their service data in a commonly used, machine-readable format.; ; Data that can be extracted may include configuration data, journey and event data, and customer notification records, subject to data retention policies and contractual requirements.; ; Data extraction is coordinated by the supplier to ensure data integrity, security, and compliance with applicable data protection obligations.; ; Data is typically provided securely via electronic transfer within an agreed timeframe following contract termination.; ; After confirmation of successful data extraction, service access is removed and customer data is securely deleted in line with contractual terms and applicable retention policies.
• End-of-contract process: At the end of the contract, service access is maintained until the agreed contract end date. Buyers may request extraction of their service data in a commonly used, machine-readable format within the agreed notice period.; ; Data extraction and secure handover are included in the contract price, subject to standard data volumes and formats.; ; Following confirmation that data extraction has been completed, service access is removed and customer data is securely deleted in line with contractual terms, data protection requirements, and applicable retention policies.; ; Standard contract close-out activities, including account deactivation and data deletion, are included in the contract price.; ; Additional services such as bespoke data extraction formats, extended data retention, support beyond the contract end date, or assistance with migration to alternative services may be provided at additional cost by prior agreement.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The desktop service is primarily used by administrators to configure settings, manage integrations, and monitor journeys.; ; The mobile service is optimised for field operatives and focuses on live location sharing, journey status updates, and operational notifications.; ; Mobile functionality is designed for use on iOS and Android devices and may offer a streamlined feature set compared to the desktop interface.
• Service interface: Yes
• Description of service interface: The service provides a web-based administrative interface accessed through a modern browser, allowing authorised users to configure settings, manage integrations, and monitor live journeys.; ; Field operatives use a mobile application on iOS or Android devices to share live location and journey status.; ; Customers access a simple, browser-based interface via secure links to view real-time arrival information.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility considerations are incorporated into design and testing activities. The service interfaces are tested using keyboard navigation, screen reader compatibility, and browser accessibility tools to support WCAG 2.2 AA conformance. Formal user testing with assistive technology users is undertaken where appropriate and feedback is incorporated into ongoing improvements.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: The service provides RESTful APIs that allow customers and integration partners to integrate Glympse with existing systems such as scheduling, CRM, or case management platforms.; ; Using the API, users can programmatically create and manage journeys, trigger customer notifications, share live location links, and retrieve journey status information.; ; The API can be used to support service setup activities such as configuring integrations, automating journey creation, and initiating notifications based on events in third-party systems.; ; Changes to journeys, notifications, and integration behaviour can be managed through the API, subject to appropriate authentication and permissions.; ; Administrative configuration, user management, and certain system-level settings are managed via the web interface rather than the API. API usage is subject to rate limits and service usage policies.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Buyers can customise aspects of the service to align with their operational and customer communication requirements.; ; Customisable elements include notification content and timing, customer-facing messaging, journey behaviours, and integration triggers. Configuration options allow organisations to tailor how and when customers receive updates, such as appointment reminders, live tracking links, and arrival notifications.; ; Customisation is typically performed through the web-based administrative interface by authorised users. Where required, configuration can also be supported through API-based integrations to align with existing systems and workflows.; ; Access to customisation features is controlled by user roles and permissions. Administrative users are responsible for managing configuration changes to ensure consistency, security, and service performance.; ; Core platform functionality and underlying infrastructure are not customisable on a per-customer basis.

Scaling

• Independence of resources: The service is delivered as a multi-tenant, vendor-hosted SaaS with logical separation between customer environments.; ; Capacity management, monitoring, and scaling controls are used to ensure that demand from one customer does not adversely impact other users.; ; The service is hosted on scalable cloud infrastructure and is monitored to maintain performance and availability under varying load conditions.; ; Usage policies and technical controls are applied to prevent excessive or abusive consumption.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage and operational metrics to help buyers understand how the service is being used. Metrics may include journey volumes, notification delivery status, customer engagement with tracking links, and basic service usage activity.; ; These metrics support operational monitoring, service optimisation, and reporting on customer communication effectiveness.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Glympse Inc

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: European Economic Area (EEA)
• 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: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users can export their data by submitting a request to the supplier via the support process.; ; Data is provided in a commonly used, machine-readable format, such as CSV or JSON, depending on the data type.; ; Exports are delivered securely via electronic transfer within an agreed timeframe.; ; Access controls and verification steps are applied to ensure data security and integrity.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

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

• Guaranteed availability: The service is designed to be highly available and is hosted on resilient public cloud infrastructure. The supplier targets 99.9% service availability measured on a monthly basis, excluding scheduled maintenance.; ; Planned maintenance activities are scheduled where possible outside of UK business hours and customers are provided with advance notice.; ; Availability is monitored continuously and incidents affecting service availability are managed in line with the supplier’s incident management process.; ; Where guaranteed availability levels are not met, service credits may be applied in accordance with the agreed service level agreement. Service credits are calculated as a proportion of the affected service charges for the relevant period and are applied against future invoices.; ; Availability guarantees and any associated service credits are defined contractually and may vary depending on the support level and service configuration agreed with the buyer.
• Approach to resilience: The service is designed to be resilient and is hosted on scalable public cloud infrastructure. It is deployed using redundant components and is monitored to support continued operation in the event of component or service failures.; ; The underlying datacentre infrastructure is provided by a third-party cloud provider and is designed for high availability and resilience, including redundant power, networking, and environmental controls. Datacentres are geographically separated within the hosting region to reduce the impact of localised failures.; ; Service performance and availability are continuously monitored, and automated alerting is used to identify and respond to incidents.; ; Backup and recovery processes are in place to support service continuity and data protection.; ; Detailed technical information regarding resilience architecture and recovery processes is available to buyers on request, subject to appropriate confidentiality arrangements.
• Outage reporting: Service availability is continuously monitored and incidents affecting service availability are identified and managed through the supplier’s incident management process.; ; Where an outage or significant service disruption occurs, affected buyers are notified via email alerts providing information on the issue, its impact, and progress towards resolution. Updates are provided as appropriate until service is restored.; ; The service does not currently provide a public status dashboard or outage reporting API.; ; Following resolution, incident information may be shared with buyers on request, including a summary of the issue and actions taken to restore service and prevent recurrence.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to authorised users through authenticated accounts with role-based access controls. Permissions are assigned based on job role and the principle of least privilege.; ; Administrative access is limited to approved personnel and protected using strong authentication, including multi-factor authentication where enabled.; ; Support channels are restricted to named customer contacts and authorised supplier staff. Requests are verified before action is taken to prevent unauthorised changes or disclosure of information.; ; User access is reviewed and updated as part of joiner, mover, and leaver processes.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: No
• Security governance approach: Security governance is overseen at board level, with overall responsibility assigned to a named director.; ; The organisation maintains documented security policies and procedures covering areas such as access control, data protection, incident management, and supplier assurance.; ; Security risks are assessed and managed as part of ongoing operational and project activities.; ; Third-party services are selected based on their security and compliance posture, and supplier assurance is reviewed as part of service delivery.; ; Security incidents are managed through a defined incident management process, with lessons learned incorporated into continuous improvement activities.
• Information security policies and processes: The organisation maintains documented information security policies and processes covering areas including access control, data protection, incident management, vulnerability management, and supplier assurance.; ; Overall responsibility for information security sits with a named board-level director. Day-to-day implementation and monitoring of security controls are managed by senior operational staff, with escalation routes defined for security incidents and risks.; ; Security policies are communicated to relevant staff and contractors, and compliance is supported through role-based access controls, least-privilege principles, and change management processes.; ; Security risks are assessed as part of service delivery and project activities, with identified risks tracked and managed through defined governance processes.; ; Third-party services are selected based on their security posture and independent assurance. The underlying Glympse platform operates within an environment independently assessed against SOC 2 Type II controls, and cloud infrastructure is provided by an audited hyperscale provider.; ; Security incidents are reported, investigated, and remediated through a defined incident management process, with lessons learned incorporated into continuous improvement.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Service components are tracked throughout their lifecycle using documented configuration records and version control for configuration and integration artefacts.; ; Changes are managed through a defined change management process that includes assessment, approval, and testing prior to release.; ; Proposed changes are reviewed for potential security impact, including access control, data handling, and dependency considerations.; ; Changes are implemented in a controlled manner, with rollback procedures in place where appropriate.; ; Significant changes are communicated to customers where they may affect service operation or security.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats to the service are assessed through a combination of risk assessment, vulnerability scanning, and review of security advisories.; ; Vulnerabilities are prioritised based on severity, potential impact, and exploitability. Security patches and mitigations are deployed in a timely manner, with critical vulnerabilities addressed as a priority.; ; Information on emerging threats is obtained from trusted sources including cloud provider advisories, software vendor notifications, third-party security partners, and industry security bulletins.; ; Vulnerability remediation activities are tracked and reviewed to support continuous improvement of the service’s security posture.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring is used to identify potential security compromises through service monitoring, logging, and alerting. Indicators such as unusual access patterns, authentication failures, and service anomalies are reviewed to detect potential issues.; ; When a potential compromise is identified, incidents are investigated promptly in line with the incident management process, with actions taken to contain, remediate, and recover from the issue.; ; Security incidents are triaged and responded to without undue delay, with escalation to senior management where required and communication to affected customers as appropriate.
• Incident management type: Supplier-defined controls
• Post-quantum cryptography secure: No
• Incident management approach: The organisation operates a defined incident management process with pre-defined response procedures for common security and service events.; ; Users can report incidents via email or the online support ticketing system. Incidents are logged, triaged, and managed in line with severity and impact.; ; Where appropriate, affected customers are kept informed of progress during an incident.; ; Incident reports, including a summary of the issue, impact, and remedial actions, can be provided to buyers on request following incident resolution.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: Provided
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type 2

Social value

• Mission: Kick start economic growth:

  To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

  Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@exactly.tech. Tell them what format you need. It will help if you say what assistive technology you use.