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SocialOptic Ltd

MilestonePlanner Enterprise Edition

MilestonePlanner delivers web-based project and portfolio planning, tracking and reporting. Managing project timelines, kanban boards and trackers for actions, tasks, risks and resources, focusing on outcomes and success measurement. It is used by agile teams, departments and organisations to enable efficient and effective planning and execution, and project portfolio management.


  • Project planning, with full milestone, action and task tracking.
  • Easy, collaborative access via desktop, mobile or tablet devices.
  • Visual project timeline, kanban, lists views and dashboard.
  • Filter views by owner/resource and status to identify issues.
  • Real-time export of project data, including risk registers.
  • Automated status and change reporting with change log and history.
  • Repeat or copy projects, workstreams, milestones and tasks or checklists.
  • Track progress, activity, outcomes and outputs across users and projects.
  • RSS Activity feeds and syncing to desktop calendar.
  • Track risks and issues, roles, outcomes and impact.


  • Fast and easy to use, with secure plan sharing.
  • Manage through definition, initiation, planning, execution, monitoring and control, closure.
  • Frees up time and expertise to focus on achieving goals.
  • Ensures stakeholders always have access to up-to-date project plans.
  • Track progress, making slippages and bottlenecks easy to identify.
  • Clear ownership and visibility of all programme work items.
  • Enables real-time, collaborative planning, to speed project delivery.
  • More effective project reviews with access to project history.
  • Supports leading planning methodologies, including PRINCE2, agile and lean.
  • Project templates to reduce time required to create plans.


£3.50 a user a month

Service documents

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G-Cloud 13

Service ID

1 9 1 0 4 0 7 9 6 6 1 7 4 4 7


SocialOptic Ltd Caalie Ellis
Telephone: 0203 393 6591

Service scope

Software add-on or extension
Cloud deployment model
Private cloud
Service constraints
System requirements
  • Working internet connection
  • A supported browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Within 4hrs of receipt within office hours.
User can manage status and priority of support tickets
Online ticketing support accessibility
Phone support
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
Web chat accessibility testing
Tested using validation tools and manual testing.
Onsite support
Yes, at extra cost
Support levels
SocialOptic prides itself on providing friendly and effective customer service and support. Standard support hours are from 8am to 6pm Monday to Friday, excluding bank and public holidays.

The service is available and monitored on a 24x7 basis, via the SocialOptic service assurance infrastructure, and support requests can be raised electronically 24x7. The support service includes telephone, email, web-based and in-app support for all issues and queries.

Calls are handled by our highly skilled staff, and call severity will be categorised under the following three levels:
Severity 1 – Complete loss of service affecting multiple users. Response time < 30 minutes.
Severity 2 – Partial loss of service affecting a minority of users. Response time < 60 minutes.
Severity 3 – Issue affecting and individual user. Response time < 4 hours.

We provide a named support contact for each account, so that there is someone familiar with the particular use case, and able to answer questions within the organisational context.
Support available to third parties

Onboarding and offboarding

Getting started
The on boarding process is managed according to PRINCE 2 project management principles or Agile, according to customer preference. SocialOptic allocates a named contact to provide support, who will work with you to understand your objectives and requirements, and build a milestone-based project plan that will include the process for go-live. SocialOptic provide user documentation that assumes no prior experience, including a "Getting started" guide. The platform is intuitive and online/telephone training sessions are conducted directly with users, supported with pdf documentation. Post launch, the account team are available to answer any questions or provide support to ensure successful implementation of the system.

Optional tailored web-based or on-site training is available for groups. There is an optional import service, to automate importing of existing data, and our support staff are on hand to help with questions.
Service documentation
Documentation formats
  • HTML
  • ODF
  • PDF
End-of-contract data extraction
CSV export or via APIs
End-of-contract process
Users can remove their own user accounts, or accounts can be disabled (locked) via an administrator account. Users can export data as text CSV (comma separated variable) files, with descriptive headers, prior to deleting their account. Data is exported over a secure TLS encrypted link, using a standard web browser. Exporting of data is freely available via the web interface. Data is also available via the REST API (Application Programming Interface), in JSON format. High volume requests may be rate limited. Key data may also be exported in PDF format, as reports. Our team are available to help with off-boarding, and there is no charge for exporting data. At the end-of-contract all user accounts and user data will be removed from live systems within 7 days, and expired from backups by rotation, within 30 days.

Using the service

Web browser interface
Supported browsers
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
Designed for use on mobile devices
Differences between the mobile and desktop service
Timeline page not available on low resolution devices.
Service interface
User support accessibility
Description of service interface
A fully feautred and easy to use interface with built in documentation.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
Fully tested using both automated and manual testing and feedback from a user panel of assistive technology users. Testhing includes desktop screenreader software including JAWS, Dragon, VoiceOver, NonVisual Desktop Access (NVDA) and ChromeVox.
What users can and can't do using the API
The API allows for creating and disabling user accounts.
MilestonePlanner APIs allow users and application developers to create, update and delete items in MilestonePlanner. APIs are secured by API keys and protected by configuration. Both REST and WebHook APIs are available.
Users can create, edit and remove projects, work streams, milestones and actions.
API documentation
API documentation formats
  • HTML
  • ODF
  • PDF
API sandbox or test environment
Customisation available
Description of customisation
Status types and customer branding can be customed via the web management interface by administrative users.


Independence of resources
Each user is handled in an independent process, with separately managed memory and processor resources. A resource scheduling algorithm limits the maximum resources allocated to a specific user thread, protecting other threads from resource starvation.


Service usage metrics
Metrics types
Number of users
Number of plans, workstreams and milestones
Reporting types
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request


Supplier type
Not a reseller

Staff security

Staff security clearance
Conforms to BS7858:2019
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
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
‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
Data sanitisation process
Data sanitisation type
  • Explicit overwriting of storage before reallocation
  • 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
CSV export, RSS feed, calendar feed, PDF reports, API
Data export formats
Data import formats

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
SocialOptic has extensive operational experience, and has been running Software as a Service platforms for nearly 10 years. All systems are monitored 24x7 and target a 99.999% availability level, by using redundant systems with automated switch over. There are no scheduled maintenance windows that are excluded from the SLA, and SocialOptic operates a "zero-downtime" methodology for system updates. Should availability fall below the target SLA, a support request can be raised to obtain a pro rata refund for any outage over 30 minutes. Availability is measured to the edge of the data centre, and does not cover users' Internet Access or third party remote systems.
Approach to resilience
Primary, secondary and tertiary facilities are used, with redundant mirroring. Further details available on request.
Outage reporting
Public status page

Identity and authentication

User authentication needed
User authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
User credentials are used to secure management interfaces and support channels and provide strong authentication. All communications make use of session level encryption to protect confidentiality and integrity. Access controls are subject to regular review, as part of the overall security policy, and scanning and penetration testing is used to increase assurance.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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
You control when users can access 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

Standards and certifications

ISO/IEC 27001 certification
ISO 28000:2007 certification
CSA STAR certification
PCI certification
Cyber essentials
Cyber essentials plus
Other security certifications
Any other security certifications

Security governance

Named board-level person responsible for service security
Security governance certified
Security governance standards
Other security governance standards
IASME and Cyber Essentials
Information security policies and processes
Information Security is a board level responsibility, and is a standing agenda item at all board meetings. Security policies and procedures are regularly reviewed. SocialOptic meets the requirements of Cyber Essentials and is IASME certified, operating the core controls of the ISO27001 standard. We adhere to the model of the Cabinet Office Security Policy Framework and implement the CESG Cloud Security Principles and the requirements of new GDPR legislation. Change control systems are used throughout the service process, and regular security scans are part of the release and operate process.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
All components and system configurations are managed through a version control system, with a full audit log, and impact assessment process. All newly developed software goes through a code review, and is subject to vulnerability scanning as part of the release process, both in development and in the live environment.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
SocialOptic operates a distributed patch management and monitoring system. All operating system patches and enhancements are automatically applied to production systems, with an automated rollback where required. This ensures that updates are applied in a regular, timely manner, with the minimum impact to service. SociaIOptic operates regular scans for vulnerabilities and malware, together with log auditing. SocialOptic subscribes to the relevant advisory feeds for OS and major software components and monitors emerging threats through engagement with vendors, CERTS, specialist groups and community partners.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
SocialOptic's protective monitoring process logs all user session activity, backup status and suspicious device boundary activity. Logs are collected, analysed for potential compromises or inappropriate use, and archived. Where incidents are identified, the Incident Management Process is followed, and remedial action taken, if required.
Incident management type
Supplier-defined controls
Incident management approach
SocialOptic has a defined Incident Management Process. This includes Incident identification, Incident logging, Incident categorisation, Incident prioritisation, Initial diagnosis and Escalation. It is a closed loop process including resolution and communication throughout the lifecycle of the incident. Global incidents are reported via the status page & public feeds, while individual user incidents are communicated via the user's preferred communications channel.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks

Social Value

Fighting climate change

Fighting climate change

SocialOptic operates as a remote-first business, meaning our team is based primarily from home. This reduces emissions from employee commutes, on average over 1,000 miles a week saved, leading to a reduced the load on road networks and reducing our carbon footprint by over 70 tonnes/year. Being a remote-first business also means that there is no fixed office space in use. As such, the largest source of energy consumption is the use of the server infrastructure used to host the survey and reporting tools brought by SurveyOptic. To reduce this impact, environmental impact is considered in software and systems design. SocialOptic use 20% less server capacity than comparable software businesses (based on capacity benchmarking by an external specialist). We are currently awaiting exact figures from Microsoft to tell us the precise impact on our carbon consumption.
SocialOptic plan to further optimise by using ‘serverless’ technology, which causes compute power to be consumed on demand, eliminating dedicated server infrastructure. Additionally, SocialOptic is working towards sourcing all datacentre power from renewable sources, targeting 100% renewable energy use by 2025, and working with our partners to operate data centres in a carbon negative manner, looking beyond power usage, to the broader impacts of data centres, including waste generation and water usage.
The electronic means used by SurveyOptic leads to substantial savings in paper consumption and waste, in exchange for minimal additional power usage. Based on usage over the past 12 months, this has saved at least 900,000 pages of printing.
The SocialOptic supplier selection process considers social and environmental impacts of our suppliers, focusing on responsible selection of materials and sustainable working methods.
Covid-19 recovery

Covid-19 recovery

SocialOptic are SocialValue UK Pioneer Members and committed to creating SocialValue.SocialOptic creates opportunities for employment in the high growth technology industry to individuals made unemployed due to the impacts of COVID-19. In 2021 50% of new hires were sourced from other COVID-19 impacted industries.

SocialOptic operates a flexible working structure and has provided equipment to employees to facilitate remote working. These provisions have enabled staff to primarily work from home, with 94% of days worked remotely. These changes have delivered effective social distancing and support employees and their families if they need to isolate or are suffering from direct or indirect effects of COVID-19, allowing time for household and family responsibilities during a challenging time, and allowing them to support their local communities.

SocialOptic have conducted surveys for businesses help them understand the challenges and impacts new ways of working are having on business and health. This research has led to organisational change and commitments aimed at improving employee wellbeing, and improving physical and mental health.
Tackling economic inequality

Tackling economic inequality

Create new businesses, new jobs and new skills:
SocialOptic is an SME and new projects and customers create business and employment growth. SocialOptic delivers entrepreneurship mentoring to University students by partnering with SETsquared, a regional Business Incubator.

Increase supply chain resilience and capacity:
In this contract an SME will be supplying managed services for the servers running the SurveyOptic platform. This SME is recruiting for apprentices, addressing the skills gap and training individuals in a growing industry.

We support innovation and disruptive technologies. Recent examples include new products from Microsoft, spearheading their AI technology. This will be leveraged to deliver lower cost, higher quality outputs.
The SocialOptic supplier selection process evaluates sustainability, scalability, and the use of continuous improvement methodologies. Internally SocialOptic designs for scalability and longevity of technology and optimisation of resource utilisation (increasing productivity).
We are committed to fair and responsible supply chain collaboration. We are certified by the “Good Business Charter” which promote and assess the following commitments: real living wage, fairer hours and contracts, employee well-being, employee representation, diversity and inclusion, environmental responsibility, paying fair tax, commitment to customers, ethical sourcing, and prompt payment to suppliers.
Cyber security is part of the SocialOptic company culture. Staff receive regular training and SocialOptic holds IASME Cyber Essentials and Governance accreditations. We frequently discuss and develop cyber security solutions with our partners, recently passing a stringent security penetration test conducted by Capgemini.
Equal opportunity

Equal opportunity

Reduce the disability employment gap:
SocialOptic are committed to equal opportunities and supporting people with different needs. Our promotion of home and flexible working enables staff and suppliers to work in environments that suit them and change working hours to help manage their conditions.

SocialOptic support and train employees in the use of screen readers and educate our customers and suppliers in accessibility tools to create more inclusive work environments. SocialOptic offer support to respondents using screen readers to complete surveys, and to give them additional skills in making the best use of accessibility tools.
SocialOptic put employees through accessibility training to further our staff understanding of accessibility requirements and experiences from the user perspective. This training informs choices and considerations for survey and platform design, increasing our existing competency in accessibility and ensuring the best possible experiences for those with a range of accessibility needs.

Tackle workforce inequality:
SocialOptic engage with employee representatives regularly in board level meetings (one of our Good Business Charter commitments) ensuring there is a voice that represents employees around the boardroom table. Employees are encouraged to share ideas and communicate openly with board members, aiding in the identification of inequalities in the workforce. 50% of new hires in 2021 came from outside the technology industry, SocialOptic have committed to the training and upskilling of staff which will create opportunities for higher paid work.


SocialOptic operates a flexible working structure and remote working. These provisions support employees and their families when experiencing challenges in their health, helping employees to fulfil their caring and family responsibilities whilst also being able to work. These commitments also support family life and community integration by allowing flexibility to support community activities. The impact of these outcomes is a positive change in employee health and wellbeing. SocialOptic also encourage ‘walking calls’ which offer an opportunity for staff to exercise outside during the working day, leading to physical and mental health benefits.

SocialOptic applies methodologies from the Agile software development domain across the whole business. An element of this is working collaboratively to solve problems, supporting, encouraging, and motivating all team members. This supportive and encouraging approach extends to our staff and supplier network; sharing high stress loads and working together to solve problems supports the wellbeing and mental health of our staff and suppliers, from sharing healthy recipes, to identifying technologies to help support the health and well-being of team members.


£3.50 a user a month
Discount for educational organisations
Free trial available
Description of free trial
The free trial is limited to 30 days is and of the full Professional Edition product.
Link to free trial

Service documents

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