ACKNOWLEDGEMENT LIMITED

Malcolm!

Use Malcolm! to create an online self-service system that you can use with your own customers, staff, stakeholders etc

Features

• User Workflows (digital forms)
• FAQs, Articles, Knowledge Base, How-to's, Step by Steps
• Embeds, Widgets, Overlays & Plugins
• Hosted Hub (customer portal)
• Integrations with third party apps & services
• Take payments
• API
• Comprehensive Control Panel
• Full control of look and feel
• Analytics

Benefits

• For customers, staff, suppliers, stakeholders, students, residents, brokers, affiliates etc
• Let your users self service 24/7/365
• Drive operational efficiency
• Improve user experience
• Easily plug into other systems and tools you use
• Track & manage with oversight of all user activity.
• Automate your processes.
• Scale what you do with no people related bottlenecks.
• Be up and running in minutes
• No code solution perfect for non technical users

£36 to £120 an instance a month

• 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 tom@acknowledgement.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

209854264497276

Contact

Tom Jordan
02076556542
tom@acknowledgement.co.uk

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Malcolm! integrates with thousands of other third party applications via Integrations and can also interact with your internal systems via Webhooks or our API.
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Malcolm! is a fully hosted service - we don't currently offer on site deploys (but can offer private & locked down bespoke hosting arrangements)
• System requirements: You just need a web browser and an internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Usually within a couple of 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: Yes, at extra cost
• Support levels: Email support is included in our regular plans. ; ; Phone support, 1-2-1 training (in person or via video conference) and named account and technical contacts are options in our Enterprise plans.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Customers on our regular plans can sign up 24/7/365 and begin setting up Malcolm! themselves - the process is fully automated and we also have a very comprehensive online Support Centre. Assistance is also available via our Support Desk.; Customers on our Enterprise plans can also have 1-2-1 training face to face or via video conference.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Either via self service within the Malcolm! software or they can request exports via our Support Centre.
• End-of-contract process: All our regular plans are fully inclusive of the described features, quotas and email support. ; ; Enterprise plans are custom to each customer and can include training, 24/7/365 support, custom integrations, bespoke design or development, content creation services etc.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: All the screens your end users will see and interact with are fully mobile optimised. ; ; The control panel which your team use to set up and configure Malcolm! is designed to work on desktop devices only.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: There is a comprehensive control panel and dashboard called MyMalcolm
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have customers who use assistive technology. Internally we follow various accessibility processes as part of our design and development process and make use of testing tools.
• API: Yes
• What users can and can't do using the API: All customers on our regular plans can use Integrations and Webhooks. ; Enterprise customers can have full programatic access to every aspect of Malcolm! via our comprehensive API.
• API documentation: Yes
• API documentation formats: Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Numerous aspects of Malcolm! can be customised out of the box. ; This includes full look and feel control, use of your own domain, all front end text and lots of granular level controls over all aspects of Malcolm! ; Enterprise customers can also access bespoke development / integration services.

Scaling

• Independence of resources: We have comprehensive resource management practices and procedures in place. Customers on our Enterprise plans can also benefit from dedicated hosting if required.

Analytics

• Service usage metrics: Yes
• Metrics types: A large number of service metrics are available in our comprehensive control panel / dashboard. This includes both end user activity and activity by members of your own team who administer Malcolm!
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Security Clearance (SC)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Via self service within the Malcolm! software or via opening a ticket with our Support Centre.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Many formats are supported - open ticket for more info

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Bonded fibre optic connections
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We target 99.9 service availability but don't contractually guarantee this for customers on our regular plans. We are able to offer various SLAs to our Enterprise Customers - these are negotiated individually.
• Approach to resilience: We host in Amazon Web Services (AWS) and make use of the various resilience options available to us via their service.
• Outage reporting: We have a public status dashboard. Enterprise customers are also able to specify how they wish to be notified of outages.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Access is restricted by username and password. In addition to this various additional restrictions can be added for our Enterprise customers for example Two Factor, network restrictions, integration with single sign on / federated systems, time of day access etc
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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 have access to real-time 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: No
• 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 have an information security policy available on request.
• Information security policies and processes: We have an information security policy available on request.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and changes are managed through our internal processes which include comprehensive internal standards and guidelines. Proposed changes are peer reviewed by a human and are also subject to automated tests both pre and post deploy.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use a variety of methods to asses and stay aware of potential vulnerabilities. This includes our own analysis of network traffic, third party automated services, mailing lists and industry specific forums (both online and in person). Available patches are reviewed and assessed on a case by case basis. If they are assessed to be urgent they are deployed immediately.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use a variety of our in-house tools and third party services to monitor our services. Any issues are managed via our internal processes which ranks and assigns a priority to any incident.
• Incident management type: Supplier-defined controls
• Incident management approach: We have various processes and procedures in place for common events. End users can report incidents via our Support Centre. ; Incident reports are provided to Enterprise Customers within the agreed format and timelines.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Malcolm! can be used to create an online home (portal) for your project or initiative. Key information for stakeholders can live in Malcolm! FAQ whilst Malcolm! Workflow can be used to handle associated administration tasks.

  Covid-19 recovery

  Malcolm! can be used to create an online home (portal) for your project or initiative. Key information for stakeholders can live in Malcolm! FAQ whilst Malcolm! Workflow can be used to handle associated administration tasks.

  Tackling economic inequality

  Malcolm! can be used to create an online home (portal) for your project or initiative. Key information for stakeholders can live in Malcolm! FAQ whilst Malcolm! Workflow can be used to handle associated administration tasks.

  Equal opportunity

  Malcolm! can be used to create an online home (portal) for your project or initiative. Key information for stakeholders can live in Malcolm! FAQ whilst Malcolm! Workflow can be used to handle associated administration tasks.

  Wellbeing

  Malcolm! can be used to create an online home (portal) for your project or initiative. Key information for stakeholders can live in Malcolm! FAQ whilst Malcolm! Workflow can be used to handle associated administration tasks.

Pricing

• Price: £36 to £120 an instance a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: All features are included. ; You are limited to 5 FAQs; You are limited to 1 Workflow; Your file uploads are limited to a total of 50MB.; The trial is 14 days long.
• Link to free trial: https://malcolm.app/register

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 tom@acknowledgement.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.