WEBROPOL LIMITED

Webropol Ltd

Survey and reporting browser-based application, used to collect and analyse data.
Includes extra modules to collect specific types of data, such as:
Employee Experience Module and project support, Whistleblower/Case Management, dashboards, Events Registration, 360 degree feedback, eTests, Advanced statistics and more.

Features

• Real time reporting
• GDPR Support tools
• WOTT tablet solution for kiosk and fieldwork
• Multiple/Combined reports, filter, compare groups and more
• Export to MS Office and CSV, online link and dashboards
• Voice answering and accessibility features. WCAG 2.0 Compliant
• Extensive branding and layout customization options
• UK based helpdesk support, telephone and email
• Advanced Analytics tools, text analysis, regressions and correlation and more
• Includes free events registration module

Benefits

• Collect and analyse data from one complete survey/reporting tool
• Collect data using different methods: email/links/SMS/paper
• WCAG compliant increases inclusivity for harder to reach respondents
• Engaging report content and dashboards
• UK based team can provide support and quick resolution/guidance
• Responsive on different devices to improve respondent experience
• Create surveys in different languages to reach more respondents
• Set notifications and alerts to take immediate action
• User Management tools to create users and manage access
• Create surveys quickly with Survey library, and layout templates

£395 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 amy.bassi@webropol.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

182038370253656

Contact

Amy Bassi
01788833881
amy.bassi@webropol.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Not applicable
• System requirements:
  • Up to date and modern internet browser
  • Internet Connection
  • Laptop/PC/tablet device to access internet

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: UK office providing telephone or helpdesk support via email based ticket system, Monday-Friday, 9am to 5pm. ; Initial response is usually provided within 2 hours (weekdays). ; UK bank holidays if the office is closed, support is provided by head office in Finland.
• 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: Yes, at extra cost
• Support levels: -First level telephone support provided by UK team weekdays between 9am and 5.00pm.; -First level helpdesk support provided via UK helpdesk email with initial response within 2 working hours.; -All emails are tracked through our helpdesk ticketing system; -Issue escalated to second level technical support are tracked, customer support will keep you informed of progress.; -Onsite training or support as needed, tailored to the individual customer's requirements. The service that will be provided and the cost to the customer will be agreed when the site visits are arranged.; -Additional project management, research and analysis support available at an additional cost if required, depending on the size of the project.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: *Onsite training or online training depending on customer requirements; *Implementation plan tailored to the customer, and project manager support if required; *Tailored manuals specific to customer, at an extra cost, if required. ; *Get started videos, manuals and help centre support for users logged into the application at no extra cost. ; *Additional training videos can be purchased from our Webstore at an additional cost; *Helpdesk support available by UK based team, accessed via telephone or email, Monday-Friday, 9am-5pm.
• Service documentation: Yes
• Documentation formats:
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: At the end of the contract the user is able to export any data within their user environment into the following formats: Excel, CSV, PDF.; ; Further information can be supplied if needed.
• End-of-contract process: The user can export any survey, reporting and responding information from their user environment into different formats such as excel, PDF. Upon written request from the Client and upon separate payment Webropol may also return the Personal Data to the Client in accordance with the retention period, whereby the data is stored in an appropriately secure format for approximately 1 month.; ; Upon termination of the Agreement, Personal Data will be deleted in accordance with the Webropol General Terms and Conditions for Service. Upon written request from the Client and upon separate payment Webropol may also return the Personal Data to the Client in accordance with the retention period. The retention period is as follows: the Client’s survey data is retained in an appropriately protected format for one (1) month as of the termination of the Agreement after which the data is deleted from Webropol’s database.

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: Webropol is accessed via internet browser, either mobile or desktop. Webropol is responsive so the layout of the software will be tailored to the smaller browser of a mobile device. There are no features missing between the mobile and desktop version.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Accessed via internet browser, the UI is WYSIWYG and designed to be responsive. Different user roles with different levels of access, so service interface and functionality depends upon user access rights. ; Simple for users to navigate and includes accessible features such as voice answering. Compatible with screen readers.; Help center available for users when logged in which provides further information and contact details for helpdesk support.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Digital service is audited by third party company, Annanpura Oy, to check accessibility requirements. In their testing, they use multiple screen reader and browser combinations:; Equipment and software used in accessibility audits 2021:; ; Windows 10 ; • Chrome 88.0.4324.150 ; • Firefox 85.0.2 ; • Screnreader NVDA 2020.3 ; ; iPhone 11 iOS 14.3 ; • Safari 14 ; • Chrome 87.0.4280.772 ; • Screenreader VoiceOver ; ; macOS Big Sur 11.2.1 ; • Safari 14 ; • Chrome 88.0.4324.15; • Screenreader VoiceOver ; ; Nokia 8.3 5G Android 10; • Chrome 88.0.4324.152 ; • Firefox 85.1.1 ; • Screenreader TalkBack; ; We continually discuss our service with third party accessibility experts and software developers have received training to support accessible development.
• API: Yes
• What users can and can't do using the API: For more information about Webropol's API, documentation and next steps please visit: ; https://developer.webropol.com/
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: -Different modules according to customer needs; -Surveys fully customisable, branding and logos can be applied; -Admin users can create other users and customise their access rights; -Question and survey library, and layout templates can be fully customised and saved by the user for future use, and shared with the organisation ; -Email templates can be customised, saved and shared. Emails can be customised by changing the sender address, and content included such as text, logos, links and images ; -Report content and charts can be fully customised, text/logos/images can be applied and different sharing methods can be used, such as sharing as links, dashboards or exporting data to other formats. ; -Hierarchy module can be used to manage respondents and distribute the survey, hierarchy structure fully customisable by the user, reports can be shared easily with hierarchy levels or specific users. ; -Missing features or customer requests can be accommodated by our inhouse development team

Scaling

• Independence of resources: Our service is continually monitored via New Relic dashboard to notify our team of any problems. If bottlenecks are identified and seem to be impacting performance, we will increase our capacity via increasing the hardware amount or optimising code.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can see their own service usage metrics (such as amount of surveys created and amount of responses received) when they log into their user environment. This includes a log for each survey so the user can review actions undertaken for that survey. ; Other service metrics may be available as an additional request.
• Reporting types:
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

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 another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: The data held in Webropol belongs to the user. The user is able to export their data in the following formats:; Excel; PDF; CSV ; Word; Powerpoint
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • PDF
  • MS Word
  • MS Excel
  • MS Powerpoint
  • SPSS format
• Data import formats:
  • CSV
  • Other
• Other data import formats: MS Excel

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: 24/7/365
• Approach to resilience: The data center includes fully redundant power backup systems, fire suppression systems, access logs, video surveillance with anti-masking features 24/7/365 monitoring. All critical components (servers, network, storage systems etc) are duplicated in two physically separated data centers to ensure high availability even in the case of hardware or network failures (Tier 3). The hosting operations and datacenter are audited regularly and fulfil for example PCI-DSS and Cloud Security Alliance v3 requirements.
• Outage reporting: In the event of planned maintenance or service breaks users are informed ahead of time via the Webropol news section visible when they are logged into their account. During a service break such as a software update, users logged in and respondents accessing a survey receive a 15 minute warning prior to the scheduled downtime. During the downtime they receive a maintenance break page so they are informed about what is happening. ; ; During an unplanned outage, the maintenance break page is displayed. If a specific part of the system is down, we can inform users in a different part of the system - for example, if reporting is down we can inform users in the survey pages. We have an announcement and news feature to add messages to the homepage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: We provide an SSO, Single Sign On functionality, to authenticate users and ensure they only need to use one set of credentials. ; Users can log into our API and are authenticated by the oAuth 2.0 Bearer Token.
• Access restrictions in management interfaces and support channels: Webropol allows for different user types which restricts the user access to information. This includes an admin user who can access all information within a user environment, or a user whose access to certain functionality/surveys/reports/folders can be defined by an admin. The users are created within the application with their own username and password which is created by them and their email is validated.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 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: 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: Kiwa Inspecta
• ISO/IEC 27001 accreditation date: 10/12/20 to 14/12/23
• What the ISO/IEC 27001 doesn’t cover: Our hosting server provider has achieved this certification and complies with this standard. Further information can be supplied upon request.
• 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: No
• Security governance approach: We follow ISO 27000 guidelines but are not certified currently. We have data security policies and privacy statements which are regularly reviewed and shared with all staff. Copies are available upon request. All staff receive yearly training regarding data security, and must sign an NDA. Additional training is provided as it is identified. ; Access to databases is restricted to certain staff members only and regularly audited.
• Information security policies and processes: Our data security policy provides further information and is regularly updated. A copy can be shared upon request. ; We also use our own case management software to report incidents to the senior management team/relevant personnel which allows us to notify the correct individual/team, plus provide evidence and notes of how the incident will be handled.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: The components of our services are reviewed quarterly, remedial action is taken where required. In terms of software development, our software release packages are security checked by our third party partner, KPMG before being deployed to the system.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our hosting server provider Telia Inmics Nebula Oy scan for vulnerabilities within the system and provide reports which identify any issues. We prepare patches to fix these issues, with critical issues being dealt with immediately and less critical issues being prioritised according to severity to ensure they are resolved as soon as possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our security partner F secure provide a tool to manage detection of issues. Any serious issues are dealt with immediately with less critical issues prioritised to be resolved as soon as possible.
• Incident management type: Supplier-defined controls
• Incident management approach: We receive a monthly report but in the event of any issues our server provider will contact us immediately. ; Our users can report issues via helpdesk, which is accessed via dedicated email or telephone. ; If required we provide incident reports to our customers via email, or publish an announcement within the software itself, so any users logged into their account are aware.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Webropol have an Environmental Policy that guides our actions and ensures that we are fighting climate change

  Tackling economic inequality

  Webropol have an Equality Policy that guides our actions and ensures that we are are fair in actions

  Equal opportunity

  Webropol have an Equality Policy that guides our actions and ensures that we are are fair in actions

  Wellbeing

  Webropol have employee experience management systems in place to ensure the wellbeing of all staff

Pricing

• Price: £395 a licence a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Access to the full software, for free, for 14 days. Can be extended by request.

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 amy.bassi@webropol.com. Tell them what format you need. It will help if you say what assistive technology you use.