TERMINALFOUR

Terminalfour Search

Terminalfour Search is a powerful search engine for your new website. Terminalfour supports this search solution; we know exactly how it works. It’s an easy-to-use search for website visitors to find information. Our search makes the visitor journey simpler and more informative by allowing you to guide the visitors' experience.

Features

• Robust administrator tools
• Search analytic reports
• Search results undergo indexing
• Mature, progressive open-source architecture
• Supports Single-Sign-On
• Customisable
• Includes a dashboard
• Search preview feature
• Hosted on secure AWS infrastructure
• Complies with accessibility standards

Benefits

• User friendly
• Enhanced interface
• Simply administration tasks
• Track engagement on your website
• Promote specific content on your website
• In-house support available
• In-house training available
• Improves ease of access to relevant information for visitors
• Industry-class security
• Empower users to make informed choices and reconsider search approaches

£12,366.20 to £61,986.10 a licence a year

• Education pricing available
• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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

Framework

G-Cloud 14

Service ID

104923301848793

Contact

Piero Tintori
01753 542 234
tenders@terminalfour.com

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: The Terminalfour Platform
• Cloud deployment model: Private cloud
• Service constraints: Terminalfour Search must be hosted on Terminalfour infrastructure. Client support is from Monday-Friday 9-5.30PM client's local time.
• System requirements: Access to a browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We provide support Monday - Friday from 9-5.30PM local time.; ; Issues are categorized by priority. We pride ourselves on responding quickly. On average, our clients will receive a response to a ticket within 22 minutes and within 3 minutes for a Priority 1 issue (issues that have left the system non-functional or essentially unusable).
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: With Terminalfour, you'll have a dedicated Client Relationship Manager, and a Client Support Team of engineers.; ; With our standard agreement, you have telephone support from Monday to Friday from 9 am to 5:30 pm local time. ; ; Our standard support service is very comprehensive and includes:; ; -All types of support issues; -Online support Service Desk; -Troubleshooting assistance (even with third-party systems and integrations); -Chat direct with our support team; -Guaranteed response times
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide onsite or remote training as part of the implementation of this solution.; ; We also offer additional training supports:; ; - Customized instructional videos and documentation can be created on request, which can complement your End User training sessions.; - You’re welcome to record your training sessions and offer them to users as refresher training or reference.; - You have 24/7/365 access to our Online Support Portal
• Service documentation: Yes
• Documentation formats: Other
• Other documentation formats:
  • The Terminalfour Knowledgebase
  • Terminalfour Training Materials
• End-of-contract data extraction: The search tool only collects data that is already on your website. It will not contain any new data that needs to be extracted because it is reusing data already on your website in order to crawl it. ; ; If a client wants to extract their data, we can provide a copy of the search index that was used, however, you won't technically need this data to create a new site search function.
• End-of-contract process: With Terminalfour Search, it's a straightforward end-of-contract process whereby you notify us as per our agreement that you are leaving. You can choose to export an extract of indexed search data if required. ; ; An official end-of-contract process can be discussed and undertaken with your Client Relationship Manager at the end of the Agreement or the date of termination, as you have notified us

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: The administration interface is accessible via mobile. The front-end search will work on any device with a responsive framework.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The support service interface is accessible via browser. You can log tickets to receive support from Terminalfour's in-house team of client engineers.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Come back to
• API: Yes
• What users can and can't do using the API: Search APIs – Search APIs are components that allow developers to introduce search and auto-suggest capabilities to websites and applications seamlessly.; ; Analytics APIs – the Analytics APIs are designed to capture the tracking and reporting analytics data used by the Studio.; ; Discovery APIs – the Discovery APIs drive the information for Popular Searches and Related Searches.; ; Ingest APIs – the Ingest API lets you update Solr documents in your Studio project.; ; From the user's account, they can access API search endpoints and create authentication tokens.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users can customise filters, rules, rankings, and more. Please refer to our service definition document for further details on customising the service.

Scaling

• Independence of resources: We pride ourselves on our uptime. Our web infrastructure environment offers an uptime of 99.9% to 99.99%. It is managed 24/7/365 to maintain this level of uptime.; ; We monitor our environment every hour of every day of the year. We also use additional tools to monitor security, DDoS attacks, and system performance.

Analytics

• Service usage metrics: Yes
• Metrics types: Search conversions, search speed, click-through rate, average click position, no-result searches, top searches, custom reports, and more. ; ; Please refer to our service definition document for more details.
• Reporting types:
  • API access
  • Real-time dashboards

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SearchStax solution but with added in-house built features and support

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• 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:
  • Encryption of all physical media
  • Other
• Other data at rest protection approach: All data at rest in your hosted environment (including data volumes, snapshots, file objects, and all derived backups) is encrypted with AES256 encryption using Amazon S3 Server Side Encryption and encrypted EBS volumes.; ; Terminalfour always takes steps to ensure that our web applications meet the highest standards in terms of security to ensure that your data is not open to compromise or your site is open to attack.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• 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: Users will have access to a reporting tool. You can export analytical data using this tool, e.g., a monthly report.; ; Search index data can be provided upon request at the end of the contract.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: TXT files

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: 99.9% - 99.99&
• Approach to resilience: This is available ASAP upon request.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: Any Single-Sign-On protocal will work
• Access restrictions in management interfaces and support channels: You will have a dedicated Administrator role. ; ; With Terminalfour support, you can have one dedicated user who logs support tickets on behalf of your organisation.
• Access restriction testing frequency: Less than once a year
• Management access authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Description of management access authentication: Single-Sign-On

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: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BM TRADA
• ISO/IEC 27001 accreditation date: 2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ISO 9001:2015 Quality Management System
  • Amazon Web Services Advanced Parter (Higher Education Competency)

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Our ISO 9001:2015 certification has been in place since 2013, which is managed by a key team of stakeholders and overseen by our CEO. The ISO 9001:2015 Standard enforces a formal approach to how we measure and manage our business, using the DMAIC model (Six Sigma Approach) Define, Measure, Analyse, Improve, Control. This model is at the core of everything we do and feeds directly into our KPI. We have 120+ processes documented in a diagrammatic format for every dept. Doc controlled and approved by the Department Head. ; ; In addition, we have had an ISO 27001 certification in place since 2017.; ; As part of the ISO 27001 process, we ensure all policies/procedures are written, approved, and adhered to and the documents are controlled and overseen by the relevant department head. All policies are updated as and when required and signed off by all employees when they join the company and proof they are read and understood as part of our induction program. Security Risks are managed actively and at KPIs/Annual Management Review/Steering Meetings quarterly. ; ; All our employees are trained in our Quality Management System (QMS) for our ISO certification. As part of our certification, we're independently audited every year.

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: Below are the rules for the secure development of software and systems. This policy is taken from our ISMS manual, which is aligned with ISO 27001 standards. ; ; Besides the risk assessment performed, the IS and Quality Manager must periodically conduct a risk assessment of: ; ; The risks related to unauthorized access to the development environment; ; The risks related to unauthorized changes to the development environment; ; Technical vulnerabilities of the IT systems used in the organization; ; The risk of new technology might bring if used in the organization
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Terminalfour is ISO 27001-certified and fully GDPR compliant with our robust information security management system. Terminalfour’s security mission adheres to the Open Web Application Security Project (OWASP).; ; We also have multiple policies, including a Patch Management Policy. Terminalfour performs ongoing vulnerability scans and periodic penetration tests as part of our approach to safeguard our system and ensure adequate protection. We also conduct monthly security scans for vulnerabilities and security flaws.; ; Third-party penetration testing is conducted for every major and minor release. Penetration tests of our PaaS environment are conducted on an automated basis every two weeks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We conduct monthly security scans for vulnerabilities and security flaws. Third-party penetration testing is conducted for every major and minor release. ; ; Issues are categorized by priority. We pride ourselves on responding quickly. On average, our clients will receive a response to a ticket within 22 minutes and within 3 minutes for a Priority 1 issue (issues that have left the system non-functional or essentially unusable).
• 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: Terminalfour has a Security Incident Response policy that outlines our response to security events, incidents, and non-conformances. We maintain strict and tested processes to detect, assess, resolve, analyse, and review these issues.; ; Our support engineers are available to help you with Terminalfour Platform issues. If you host everything with us, our team monitors your infrastructure 24/7/365.; ; Terminalfour also provides clients with real-time access to our ticketing system where you have access to your support calls, including information on the Number of calls, Categorization of calls, Call response times, Resolution steps, and other related items around the support tickets raised.

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

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Fighting climate change

  Fighting climate change

  Terminalfour's cloud environment is located across the Amazon Web Services (AWS) data enterprise-grade centers. Terminalfour is an AWS Advanced Certified Technology Partner with a Higher Education Competency Certification—the only company among our competitors with this certification. ; ; Amazon has set out aggressive targets to reach carbon net-zero by 2040, with several significant milestones set out along the way.; ; As of 2022, 92% of energy used by Amazon comes from renewable sources; ; -This is up from 85% in 2021 ; ; -Target of 100% renewable energy by 2025 (was originally 2030); ; -18.5 GW generated by Amazon-built and owned renewable energy sources; ; -379 global renewable energy projects in 2022 (154 wind/225 solar); ; With the AWS Customer Carbon Footprint Tool it is possible for Terminalfour to get an accurate calculation of the carbon that is generated on behalf of our customers by AWS. ; ; Terminalfour is now seeing a 92% saving on carbon emissions over the equivalent on-premise hosting of our customer's workloads. ; ; This improvement has been because of Amazon's achievement of 100% renewable energy usage in Terminalfour's five main data centers in Europe and North America.

Pricing

• Price: £12,366.20 to £61,986.10 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We can provide an in-depth demonstration session where we dive deep into our solution with your team. This will be hands-on and require engagement from your team.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

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