ACCESS UK LTD

Access Donorfy

Access Donorfy is cloud-based CRM specifically designed for UK charities and nonprofits. It manages donor relationships, fundraising campaigns, Gift Aid processing, and membership. Features include HMRC integration, automated workflows, multi-currency donations, event management, and customisable forms.

Features

• Centralised donor and supporter database with complete interaction history
• Automated Gift Aid processing with direct HMRC integration
• Campaign and event management tools with live tracking
• Multi-currency donation processing and payment handling
• Customisable workflows and automation for supporter journeys
• Drag-and-drop online form builder for donations and signups
• Opportunities pipeline for managing major donors and legacy prospects
• Real-time reporting and custom dashboard analytics
• Membership management with automated renewals
• Integration with fundraising platforms (JustGiving, Enthuse, Mailchimp, GoCardless)

Benefits

• Saves time through automated Gift Aid claims and processing
• Centralizes all supporter data in one accessible location
• Improves donor retention through personalised relationship management
• Maximises fundraising income with streamlined processes
• Reduces manual data entry through platform integrations
• Enables data-driven decisions with powerful analytics
• Scales affordably from small charities to national organisations
• GDPR-compliant with built-in consent tracking features
• Designed by fundraisers specifically for charity sector needs

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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

114026270965447

Contact

Stacey Graham
0845 345 3300
buyer.enablement@theaccessgroup.com

About the service

• Service categories:
  • Applications
    • Customer relationship management
      • Marketing campaign management
        • Marketing campaign management
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Any planned maintenance will be delivered to organisational administrators via email.
• System requirements:
  • Internet Connection
  • Web browser

User support

• Email or online ticketing support: Yes
• Support response times: 09:00 – 17:30 Monday-Friday.; ; Urgent: 15min.; High: 1 hour.; Normal: 4 Hours .; Low: 8 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: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: Yes, at extra cost
• Support levels: Basic Success Plan - provides you with an on-line support experience with on-line support case submission and self-service Knowledge Base access. No additional cost. ; Standard Success Plan- offers an enhanced reactive service, including telephone support, as well as priority response times and longer support hours. Larger customers will also get access to a primary named support analyst who will deal with the majority of your support questions. Charged at 15% of your subscription fee. ; Premier Success Plan- provides proactive services, including access to a customer success manager with quarterly and annual review. Charged at 25% of your annual subscription fee.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Each FlightPath implementation programme from Access follows a well-defined journey with key milestones. These milestones represent – at a high level – the individual phases of your implementation journey. We’ll be using these milestones to help us both track and communicate progress towards successfully launching to your users. Our aim is to give you value from your investment as quickly and as fully as possible. At the ‘Getting Started’ milestone phase, you will receive a Welcome Pack. In here you’ll find clarity on roles and responsibilities. What you’ll need to do, and what we will do. Crucially our FlightPath approach also clarifies our joint expectations, helping us both understand the process that we will jointly commit to, in order to successfully launch your chosen software to your end users in a timely and efficient manner. We offer 3 flightpath tiers for implementation. The onboarding process is 8 weeks from the Welcome Call for each FlightPath.
• Service documentation: Yes
• Documentation formats: HTML
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Access Group's onboarding and offboarding documentation is accessible through the Customer Success Portal (https://access-support.force.com/Support/s/), which provides 24/7 online access to comprehensive resources including a knowledge base with FAQs, product guides, e-learning content, on-demand webinar recordings, feature release updates, and training materials that can answer most day-to-day user questions. All users can register for portal access regardless of their Success Plan level (Essential, Standard, or Premier), with additional support available through online case submission for all customers, telephone support for Standard and Premier customers, and dedicated resources like Customer Success Managers and Lead Technical Support Engineers for Premier customers, ensuring documentation and guidance is readily available throughout the entire customer lifecycle from initial onboarding through ongoing system use and any eventual offboarding scenarios.
• End-of-contract data extraction: When requested in writing, Access can provide a full export of all user data in Excel format.
• End-of-contract process: Renewals can be initiated 60 days prior to the end of the contract term.; ; If a customer chooses to close their account or their subscription expires, Access will store customer data for 30 days (the retention period) to give customers time to extract the data or renew their subscription. All data associated with the account can be exported into Excel or similar format and transferred securely over to the customer.; ; After this 30 day period, Access will disable the account and commit to deleting all data under their control, including any encrypted file back-ups. Once this has been performed, Access will confirm in writing with the organisation contact that their details have been removed

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: Donation forms and signup pages are fully responsive and mobile-optimised
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Setting up the service through the API:; Users can create constituents (donors/supporters), transactions, recurring payment instructions, activities, and Gift Aid declarations. The API enables setup of donor profiles with contact details, preferences, and communication channels, establish recurring donation schedules, link constituents to campaigns, and configure tags and relationships. Setup requires obtaining an API key from Donorfy Settings, defining IP address ranges, and implementing server-side authentication using HTTP Basic Auth with JSON.; Making changes through the API:; Users can update constituent details, modify transaction allocations, pause/upgrade/downgrade recurring payments, and change communication preferences. The API supports partial updates—only specified properties are changed. Users can add activities, update task assignments, record payment successes/failures, and manage constituent connections.; Limitations:; API is Professional plan only and requires manual enablement by Donorfy Support. Server-side implementation only—no CORS/browser support. Users cannot collect actual payments—payment processing must happen separately via gateways. Cannot configure system settings, manage users/permissions, submit Gift Aid claims to HMRC, or generate custom reports. Rate limited to 301 requests per minute. All operations must originate from whitelisted IP addresses and cannot bypass Donorfy's validation rules.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Administrators for the organisation have access to tools that allow them to configure most of the settings of the system. They have access to their own help centre section which details how to configure the system.

Scaling

• Independence of resources: Our DRS enabled VMWare infrastructure allows us to dynamically increase resources to our service if there is a large surge of activity. This is automatically handled by Vmware.

Analytics

• Service usage metrics: Yes
• Metrics types: Authorised users have access to real time usage statistics how many users have logged in to the system along with a live view of number of users currently logged in.; ; Access publishes realtime and historical SLA metrics on our public website.
• Reporting types: Real-time dashboards
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • 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 once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Other
• Other data at rest protection approach: Sensitive data is encrypted at rest using AES 256 salted hashing.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation / Secure Erase
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: There are built in export tools.
• Data export formats: Other
• Other data export formats: Excel
• Data import formats: Other
• Other data import formats: Excel

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • IPsec or TLS VPN gateway
  • Other
• Other protection within supplier network: We also follow ISO 27001: 2013 Annex A policies and controls 13 for communications security and 14 System Acquisition Development and Maintenance that address data in transit.

Availability and resilience

• Guaranteed availability: We will use commercially reasonable efforts to make the SaaS available 24 hours a day, seven days a week, except for unavailability during emergency or routine maintenance.
• Approach to resilience: Available upon request.
• Outage reporting: Users can subscribe to email alerts giving updates on scheduled maintenance and outages. An online portal is also available to clients.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Management interfaces are tied to the company network and/or use two factor authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Dedicated link (for example VPN)
  • Username or password

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 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We are ISO 27001:2013 certified so follow all the security policies and controls based on our Statement of Applicability. The ISMS is delivered itself securely in the cloud where all staff and relevant suppliers follow the policies and processes according to their roles. Frequent checks and communication is undertaken with an ISMS communications group that reports into an ISMS Board, chaired by the CISO who is also a senior leader. Regular audits are undertaken along with improvement practices outlined in the ISO 27001: 2013 standard.

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Our secure development, change management, testing and asset management polices are comprehensively documented as part of our ISO 27001:2013 information security management system including in line with Annex A 8 (assets) and 14 (secure development) of ISO 27002.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Our vulnerability management approach is comprehensively documented in our ISO 27001 information security management system and is available on request. We proactively monitor relevant communications services and have alerts sent to staff, who then have processes in place to address and respond to issues based on the severity of the threat. Depending on the nature of the vulnerability discovered and the availability of a fix (e.g. a patch) or other intervention (e.g. staff communication) can be deployed within minutes of being identified, dependent on the vulnerability. It is all evidenced in line with our ISMS.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: In line with GPG 13 and ISO 27001 we identify common patterns of potential attacks using our monitoring systems looking for increased traffic from specific sources, non standard requests, brute force attempts, irregular traffic. We respond with; blocking of source IP addresses, examination of logs on potentially affected servers, evidence of internal propagation, communication with potentially affected clients/customers, RCA, and how to prevent further occurrences via SIRT. Real time monitoring takes place with immediate response for suspicious alerts. Common threats such as brute force attempts, automated FW reconfiguration is in place blocking traffic.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: Access has a comprehensive internal information security incident management policy and its practices follow Annex A 16 for ISO 27001: 2013. Users, staff and other interested parties can report incidents through normal service channels, via whistleblower routes, website communications and direct into customers or the regulators like the ICO.; Our processes are ready for EU GDPR as well to ensure we can report and manage in those formats. We have reporting around incidents, events and weaknesses as well as links into the broader ISMS into the BCP.

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: No
• Free trial available: No

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

• Less than £250,000: 5%
• Between £250,000 and £500,000: 6%
• Between £500,001 and £1,000,000: 12%
• Between £1,000,001 and £2,500,000: 15%
• Between £2,500,001 and £5,000,000: 18%
• Over £5,000,001: 25%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Saturday 4 January 2014
• What the ISO/IEC 27001 doesn’t cover: Nothing is excluded from the standard certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• ISO 9001 certification accredited by: BSI
• ISO 9001 accreditation date: Friday 1 September 2023
• What the ISO 9001 doesn’t cover: The scope covers the design, integration, maintenance and hosting of managed information systems and software applications, consultancy, user training and support for the Health, Education, Social Care and Local authorities. Excluding all other products that fall outside of this scope.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 88f162a5-ea3c-4f9a-83d5-42769c7d8459
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • ISO 42001
  • ISO 27701

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

  • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
  • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
  • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
  • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
  • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
  • 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 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 buyer.enablement@theaccessgroup.com. Tell them what format you need. It will help if you say what assistive technology you use.