ONCLUSIVE UK LIMITED

Onclusive Social Media Listening

Onclusive Social is an online platform designed for marketing, communications, and community managers to track and analyse brands and topics across social media and the internet, collecting and processing billions of pieces of content to provide insights through graphs, analyses, charts, and mentions.

Features

• Real-time social monitoring
• AI Powered Sentiment analysis
• Customisable alerts
• Interactive dashboards & reporting
• Historical data & trend analysis
• Multi-channel listening
• Keyword & Topic tracking
• role-based access control
• data export & integration

Benefits

• Enable faster decisions
• Identify emerging risks
• Evaluate campaign impact
• Enhance stakeholder engagement
• Save time on monitoring
• Improve reporting accuracy
• Prioritise actions
• Benchmark performance
• Collaborate securely
• Integrate seamlessly

• Education pricing available
• Free trial available

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 rfpuk@onclusive.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

277865620533270

Contact

Tess Fezzuoglio
07718204033
rfpuk@onclusive.com

About your service

• Service categories:

  Application Development and Deployment

  Analytics and business intelligence

  • Business Intelligence
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: Minor planned maintenance may occur outside of peak hours.
• System requirements:
  • Modern Browser
  • Individual login credentials
  • Email address - Required to receive alerts

User support

• Email or online ticketing support: Yes
• Support response times: Max of 4 hours
• 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: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Onclusive’s platform has been tested with assistive technologies, including screen readers (such as JAWS and NVDA), voice to text chat and keyboard-only navigation. These tests ensure that dashboards, alerts, and reporting tools are accessible to users with visual impairments or limited mobility. Feedback from testing has been incorporated to improve usability and compliance with accessibility standards.
• Onsite support: Yes, at extra cost
• Support levels: All Onclusive Subscription comes with a free technical support when you are facing a technical issue with the platform, and an access to our e-learning platform.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We support your team throughout the entire deployment of Onclusive Social with a three-step methodology designed to build autonomy and ensure successful results.; Foundation Setup: We begin with a kick-off and specifications meeting to define goals, KPIs, and project scope (keywords, sources, languages, countries, deliverables). Based on this, the Onclusive team configures your platform.; Training: After configuration, your team receives two interactive training (online or onsite) tailored to different user levels, ensuring full autonomy on Onclusive Social. You also gain unlimited access to the Onclusive Academy, offering self-paced courses, tutorials, and quizzes.; Personalized Ongoing Support: Your dedicated Customer Success Manager provides continuous guidance, follow-up sessions, coaching on best practices, and optional bespoke workshops to deepen expertise.; Additionally, Quarterly Business Reviews track progress, revisit KPIs, and align on next steps, while client support remains available via ticketing for functional or technical questions.
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats: Web based academy
• End-of-contract data extraction: Given the huge volume processed by Onclusive Social, we do not offer global data export at the end of the contract. However, we set up from the 1st day of the contract export functions (export xls, API) that will allow you to make "backups" on a regular basis of all of your data. However it is important to qualify this with the application of the GDPR and the concept of data retention. In this respect Onclusive Social has a function allowing you to not keep the data more than the date you specify.
• End-of-contract process: On termination Onclusive will work with the Customer to return the Customer data entered into the OS platform on excel files to enable Customer or Customer’s designee to perform similar services and to minimize any disruption to Customer’s business. On completion of the return of data to the Customer’s satisfaction all Customer data will be deleted from the OS platform. All of this is done at no extra cost to the Customer.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: No difference
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Web based application interface
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Voice to text chat
• API: Yes
• What users can and can't do using the API: The Onclusive Social API is a read/write system that enables you to export data from Onclusive Social and import information into the platform. You can export mentions and analyses from both Listening and Analytics modules, including graphs, mention feeds, and detailed mention data with sentiment, source rankings, and audience metrics. The API also allows importing data from other social media management systems and connecting to CRM databases to analyse customer feedback using our 5Ws framework. The API can not be used to set up the platform.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Onclusive Social offers extensive customisation options across multiple areas. Users with Editor access can customise the following: ; Data collection can be tailored through workspace settings, including up to 20 languages and countries, specific source monitoring, and unlimited Boolean queries with keywords and operators. ; Data processing includes unlimited classification tags for filtering and analysis, plus automated rules that can improve sentiment analysis, classify mentions, set languages/countries, remove unwanted content, and differentiate owned from earned media.; Dashboards are fully customisable with prebuilt options for specific use cases (brand reputation, campaign analysis, crisis management, etc.) or custom configurations displaying key analyses and mentions in single views. ; Alerts provide automated email notifications about new mentions and conversation surges. User access can be managed through administrator rights for adding users and workspace sharing. ; Additionally, you can personalise colours in comparative charts using brand colours for queries and classification tags.; Users with administrators rights can add users, change logos, background colours, text colours, and choose from predefined themes or create custom corporate branding themes.

Scaling

• Independence of resources: Each entity subscribing to the service will have a dedicated database, which operates with its own subscription quotas for workspaces, queries, and monthly mentions. ; Within a database, each workspace has its own queries, languages, countries, sources, and data collection settings. Users can only access workspaces they're specifically granted permission to, ensuring data separation. This structure ensures that monitoring activity in one workspace doesn't interfere with others' performance or data access.

Analytics

• Service usage metrics: Yes
• Metrics types: Onclusive Social display the last connection time for each user for admin users. Further metrics such as connections volume per user, and activity details can be provided in monthly or quarterly reports.
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

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: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Other
• Other data at rest protection approach: Onclusive Social only deals with publicly accessible info. This does not require encrypting these data. Only the password is protected by the hash functions of bcrypt.
• Data sanitisation process: Yes
• Equipment disposal approach: In-house destruction process
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase

Data importing and exporting

• Data export approach: Users can export data through multiple methods: ; The raw data (mentions) offers PDF/DOC reports, Excel files (up to 50,000 mentions), API exports, and RSS feeds. Charts can be exported to Excel, images, Tableau, Domo, Looker Studio, or dashboards. Dashboards can be exported as PowerPoint or PDF reports with customisable templates. API integration enables automated exports to external systems like Google Spreadsheets, etc.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLSX
  • DOCX
  • JSON
  • XML
  • RSS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLSX
  • JSON
  • XML
  • RSS

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: Guarantees the availability of the solution up to 99.999%
• Approach to resilience: Our server provider OVH is a G-Cloud approved provider for secure cloud services in the UK.; Any further information is available on request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: Onclusive Social is an open solution fully SSO compatible (SAML/SAML 2.0 support)
• Access restrictions in management interfaces and support channels: Access to management interfaces and production servers is strictly limited to authorized staff based on the "need to know" principle. Server access is managed using FreeIPA and Kerberos. Remote access requires personal VPNs and is restricted by firewalls to fixed IP addresses. In support channels, only direct client account support staff access data. Client data is strongly isolated in dedicated databases, and clients may further restrict platform access via specific IP ranges.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Description of management access authentication: Onclusive Social is an open solution fully SSO compatible (SAML/SAML 2.0 support)

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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: At least 12 months
• How long system logs are stored for: Less than 1 month

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: We align to ISO27001:2022.; ; We are Cyber Essentials & Cyber Essentials Plus certified
• Information security policies and processes: We follow structured security policies aligned with ISO 27001 and supported by Cyber Essentials Plus. Our Security Lead oversees governance, with escalation to senior management. Compliance is maintained through staff training, audits, MFA, patching, and monitoring. Policies are reviewed annually to ensure consistent, effective security management.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Onclusive Social uses SonarQube to assess our applications’ health, and highlight newly introduced issues, so we can improve code quality systematically. All our projects are scanned with SonarQube.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Potential threats are assessed using internal and third-party solutions:; Orca Security conducts vulnerability scans and analysis providing threat intelligence. ; Snyk scans code and libraries early in the development lifecycle. ; Remediation priority is based on analysis of identified threats and criticality. ; Information on potential threats is gathered through monitoring third-party security advisory websites, product vendor websites, and security mailing lists.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Potential compromises are identified via weekly Qualys vulnerability scans, and potential compromises are identified via on going vulnerability scans with orca security tools.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Onclusive uses pre-defined levels (Blocking, Major, Minor anomaly) to categorize incidents. Critical outages trigger an immediate crisis meeting to define the action plan.; Users report incidents 24/7 via the online ticket management service or via dedicated email support.; When a Security Incident or critical issue occurs, users are immediately notified via email and on the dedicated Status Page. Onclusive is committed to responding to a ""critical"" problem within 1 business hour. Follow-up dashboards showing bug handling and resolution times can also be provided.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A proof of concept of no more than 5 queries (brands or topics) will be built upon a scoping call, where we discuss your needs and requirements. This POC will be live for users to test with editor access for 7 days.

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

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 4c40f6cc-9d36-44f6-96f2-0173fd4e20c5
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 44a51e11-d264-4666-aae8-9b1b4e0aa403
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • 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
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

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 rfpuk@onclusive.com. Tell them what format you need. It will help if you say what assistive technology you use.