CLOUDGUIDE, SL

CloudGuide

CloudGuide is the leading global sightseeing app, providing interactive visitor experience through audioguides and multimedia tours for museums and cultural heritage sites across the world. Over 1000 institutions in 26 countries trust us to provide effective, user-friendly digital tours of their monuments, museums and heritage sites to guide their visitors.

Features

• Mobile application (iOS/Android) available in multiple languages
• Multimedia guides (text descriptions, images, audios, videos, etc.)
• Content Management System (CMS)
• Indoor Localisation Services (iBeacons)
• Education: Gamification Functionalities
• Intuitive and user-friendly interface
• Big Data and Audience Studies Reports
• Dynamic mapping
• Advertising and Promotion
• Content Creation (Voice-Overs, Translations and Scripts)

Benefits

• Created specifically for all sorts of cultural and tourists institutions
• Only Official Content (No scraping)
• Simple, easy-to-use and small (30 Megabytes) mobile application
• Network effect: one app for all sites, attract their visitors
• Increases visibility of cultural institutions and tourist sites
• Offers a revenue source for museums, monuments and heritage sites
• Big Data: Captures details of visitors movements and data (GDPR-compliant)
• Self-service: visitors bring their own Device, no extra costs involved
• Hygienic audioguide thanks to the use of private devices

£3,000 to £7,000 a unit a year

• 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 info@cloudguide.me. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

160852760315150

Contact

Olga Plets
+34 932 200 040
info@cloudguide.me

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements:
  • A modern web browser
  • IOS /Android device

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: In 24 hours.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Standard support, Premium support, Visitors model support.; All levels of support include an account manager.; The key difference between the levels is in the response hours.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Onboarding training and documentation.
• Service documentation: Yes
• Documentation formats: PDF
• End-of-contract data extraction: The data can be copied by the user. The data can be deleted from the system upon request.
• End-of-contract process: Institutions can choose to delete their data or keep their profile in the database.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile Application is used for the end user to download the guides and audioguides. CMS is used for institutions to upload, manage and publish their content.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: A cultural or tourist institution gets access to the CloudGuide CMS, through which they can create their profile, put all the relevant information (opening hours, location, ticket prices, accessibility), create tours in different languages, which afterwards get uploaded straight in the app. Besides, institutions can order translations and recording, check reviews and rating, study statistics, etc. ; Meanwhile, users can find all the information about the site in the app available for iOS and Android. Users can tag exhibits, leave comments, share their experience with friends in social networks, check souvenirs, play games, which makes the visit more entertaining and interactive.
• Accessibility standards: None or don’t know
• Description of accessibility: We have developed our own standards in collaboration with our clients. In our mobile app for end users we have implemented enhanced font readibility and indications on whether a particular content guide includes content that is suitable for the hearing impaired.
• Accessibility testing: The features of assistive technology are being used by real visitors.
• API: Yes
• What users can and can't do using the API: CloudGuide has an API for code generation in the audioguide ticketing system.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can choose which level of service they prefer and which features they want to use (audio/video content, gaming, analytics, etc).

Scaling

• Independence of resources: We span our service across difference systems, processes and threads. We load balance incoming traffic to occupy a max. number of resources.

Analytics

• Service usage metrics: Yes
• Metrics types: We provide 6 key variables for each institutions on a monthly basis: total views to their content, traffic sent, onsite traffic, nationalities, top content, top month. We also create reports on request with more than 70 variables (paid functionality).
• Reporting types: Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

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 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• 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: Copying data and downloading multimedia files.
• Data export formats: Other
• Other data export formats: Most image, audio and video formats.
• Data import formats: Other
• Other data import formats: Most image, audio and video formats.

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

Availability and resilience

• Guaranteed availability: CloudGuide will use commercially reasonable efforts to make your CloudGuide App Services running in iOS and Android Devices available with a Monthly Uptime Percentage of at least 99.95% during any monthly billing cycle. A Monthly Uptime Percentage of 99.95% means that you will experience no more than 21.56 min/month of Unavailability.
• Approach to resilience: Our data centre provider (CloudSigma) operates from multiple locations across the globe, and thanks to our daily backups, we are able to restart service in a matter of hours from a new data centre. We can do this respecting the GDPR privacy laws since we have the option to run from 4 data centres in the EEA.
• Outage reporting: We have an external service monitor our different systems and endpoints.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: We require both authenticated and authorized users. Authorization of users to specific parts of the application is controlled by the institution’s manager. We distinguish between ‘manager’, ‘content editor’ and ‘reviewer’ roles. Additionally, we support a ‘legal admin’ role who is the contact person for any modifications that may have legal consequences.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 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: Between 6 months and 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Lloyd's Register Group Limited
• ISO/IEC 27001 accreditation date: 08/10/2018
• What the ISO/IEC 27001 doesn’t cover: All our cloud services operated from a datacentre are covered. Offline services are not covered.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: No

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: CloudGuide uses encryption to protect clients' content and help them comply with their legal restrictions. Behind the scenes, all content that gets downloaded onto the end user's device is marked with an expiry date. After this expiry date passes, the device has to request a new access token to the content for a new given period. In case the request is revoked, the content is removed from the end user's device. This helps clients comply with temporary rights of exhibition, which only grant them the right to publish through CloudGuide for a given period, until their exhibition ends, for instance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Available upon request.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Available upon request.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Available upon request.
• Incident management type: Supplier-defined controls
• Incident management approach: Available upon request.

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

  Covid-19 recovery

  Covid-19 recovery

  Due to the COVID-19, museums and tourist sites were forced to be closed for X months which greatly affected their financial capabilities especially if they do not rely on the government support. CloudGuide aims to help them recover quicker once they opened again offering a value add for their audience - an easy, quick, and free* way to implement digital audioguide services to provide to their visitors at extra cost. This way tourist sites get access to a new revenue source at zero investment in exchange for the revenue share coming from the usage. ; Also, CloudGuide unites all the tourist attractions in one app, therefore all our sites can attract the visitors of all the other sites they are sharing the platform with thanks to the network effect.; ; *see Visitors Model in Pricing Plans.

Pricing

• Price: £3,000 to £7,000 a unit a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The service might be tested on request. There is also a commissioned-based system in case the payments are coming from the final user (visitor) - in this case the service becomes the revenue generation asset.
• Link to free trial: It is a private service exclusively, but a demo can be arranged for potential clients.

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@cloudguide.me. Tell them what format you need. It will help if you say what assistive technology you use.