Merkle, a trading division of Dentsu UK

Google Analytics Licences (GA 360)

Google Analytics 360 is a hosted, SaaS web analytics platform used for measurement of websites and marketing channels.

Features

• Unlock customer-centric measurement.
• Get smarter insights to improve ROI.
• Connect your insights to results.
• Make your data work for you.
• Access to enterprise-level support.

Benefits

• Understand website performance
• Measure marketing performance
• Measure engagement with website content
• Reporting & analytics support
• Quickly troubleshoot any bugs or errors
• Training
• Tagging support

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• 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.arnold@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

215597957128784

Contact

Tom Arnold
+44 (0) 330 060 1813
tom.arnold@merkle.com

About the service

• Service categories:
  • Application Development and Deployment
    • Analytics and business intelligence
      • Business Intelligence
        • Business Intelligence
      • Advanced and predictive analytics
        • Advanced and predictive analytics
      • Location and geospatial data management and analytics
        • Location and geospatial data management and analytics
• Multi cloud support: No

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: Digital Analytics Consultancy
• Cloud deployment model: Public cloud
• Service constraints: No constraints
• System requirements: Web-based browser

User support

• Email or online ticketing support: Yes
• Support response times: Within 24 hours Monday - Friday 9-5 pm
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: Basic support 1-2 days per month £1000-£2000; Medium Support 3-5 days per month £3,000-£5,000; Advanced Support 6-10 days per month £6,000 - £10,000; We provide technical and analytics support to implement, analyse and generate insight on web analytics data.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide full implementation assistance. Training both virtual and onsite and user documentation where needed.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: NA
• End-of-contract data extraction: "The Google Analytics 360 account is downgraded to the standard version, with users retaining access to the vast majority of data within the platform.; Data can also be exported from the platform prior to the end of the contract via the service APIs or the BigQuery integration. For more information on the ramifications of downgrading from Google Analytics 360 to Standard see: https://support.google.com/marketingplatform/answer/9013959?hl=en"
• End-of-contract process: The ramifications of downgrading the Google Analytics service level from 360 to Standard are detailed here: https://support.google.com/marketingplatform/answer/9013959?hl=en

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: No
• Service interface: Yes
• Description of service interface: The Google Analytics 360 interface displays web analytics data in both tabular and graphical formats. The service provides a large number of default data views (reports) which can be customised through the addition of dimensions and metrics or by segmentation. The service interface also allows users to control account structure and settings. The interface is based on Material Design principles.
• Accessibility standards: None or don’t know
• Description of accessibility: GA4 is designed to align with major international accessibility standards, but Google does not claim universal or full conformance across every feature. Instead, GA4 is covered under Google’s wider accessibility programme and conformance reporting.
• Accessibility testing: Google Analytics 4 (GA4) has been interface‑tested with users of assistive technology, but indirectly as part of Google’s wider product accessibility programme rather than through a GA4‑specific, publicly documented AT user study.
• User support accessibility: WCAG 2.2 AAA
• API: Yes
• What users can and can't do using the API: The management API allows users to configure web analytics accounts and control user permissions. The core reporting API allows exporting of data from the main reporting setup.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The interface provides users with the ability to configure filters, goals and other setup functionality. Reports can also be edited and customised.

Scaling

• Independence of resources: "Google's services operate over purpose-built multi-tenant services which are designed to support millions of users.; ; A resource management policy is established to monitor, maintain, and evaluate capacity demand.

Analytics

• Service usage metrics: No

Supplier type

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Google

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• User control over data storage and processing locations: Yes
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Users may export data via several methods: download directly from browser-based (service) interface, APIs and via a native integration with BigQuery.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: Private network or public sector network
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: The service is hosted on Google Cloud Platform and is designed to operate on highly resilient, fault‑tolerant infrastructure. Availability levels depend on the architecture selected, with higher availability achieved through deployment across multiple availability zones.; ; Google Cloud provides formal Service Level Agreements (SLAs) for its core infrastructure and platform services. When deployed using recommended high‑availability configurations, services typically offer up to 99.99% monthly availability, with lower availability targets applying to single‑zone or non‑redundant deployments.; ; Availability is measured monthly using defined uptime metrics. If Google Cloud fails to meet the applicable SLA, customers are eligible for service credits applied to future invoices for the affected service. The value of the service credit increases in line with the level of service unavailability experienced during the month.; ; Service credits are the sole and exclusive remedy for any failure to meet the stated availability levels. Claims must be submitted within the timeframe defined by the SLA.; ; This approach supports the government’s Cloud Security Principle 2: Asset protection and resilience by ensuring services are designed for high availability and rapid recovery.
• Approach to resilience: GA4 360 is architected for fault tolerance and rapid recovery on Google Cloud:; ; Multi‑zone, multi‑region deployments: workloads are distributed across independent availability zones with automatic failover; where required, active‑active or warm‑standby patterns are used to meet target RTO/RPO.; ; Redundant networking and load balancing: health‑checked load balancers route traffic only to healthy backends; services are deployed with multiple ingress/egress paths and regional failover.; ; Data resilience: storage uses replicated persistent disks/object storage, with versioning and point‑in‑time backups; backups are validated and retained per policy, with cross‑region copies for disaster recovery.; Operational resilience: autoscaling, rolling updates, and blue/green or canary releases minimise service disruption.; ; Monitoring & incident response: 24×7 monitoring, alerting, and runbooks enable rapid detection, isolation, and remediation; post‑incident reviews drive continuous improvement.; ; Security controls: encryption at rest and in transit, key management with separation of duties, strict access control, and least‑privilege operations protect assets throughout their lifecycle.; ; Change and capacity management: scheduled maintenance windows, capacity headroom, and chaos testing of failure scenarios ensure preparedness.
• Outage reporting: The service uses Google Cloud’s built‑in operational monitoring and incident management capabilities to report service availability and outages in a clear and timely manner.; ; Outages and service disruptions are communicated through a public service status dashboard, which provides real‑time and historical information on the health of Google Cloud services, including incident updates, affected regions, and progress toward resolution.; ; For customers requiring automated integration, status information is also available via an API, enabling programmatic access to incident and availability data for internal monitoring, dashboards, or alerting systems.; In addition, email alerts and notifications are available for subscribed services. These alerts notify users of incidents, service degradation, and resolution updates, allowing customers to respond promptly and enact their own continuity or escalation procedures where required.; ; This multi‑channel approach ensures transparency, supports timely incident response, and aligns with the government’s Cloud Security Principle 2: Asset protection and resilience by enabling customers to maintain operational awareness and service continuity.

Identity and authentication

• User authentication needed: Yes
• User authentication: Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is strictly restricted to authorised personnel only. Administrative access is protected using federated identity management, role‑based access control (RBAC), and least‑privilege principles to ensure users can only perform actions required for their role. Multi‑factor authentication is enforced for all privileged access.; Management interfaces are logically separated from customer‑facing services and protected by network‑level controls and logging. Access to support channels is similarly restricted, with identity verification required before any account‑specific assistance is provided. All administrative and support activities are logged, monitored, and regularly reviewed to detect and prevent unauthorised access.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Identity federation with existing provider (for example Google Apps)

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

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: Dentsu maintains a group-wide Security Policy aligned with the ISO27001 framework, approved, published, and reviewed by senior management. The purpose of our policy is to provide a framework, based on industry standards and best practice, for assessing security risk and deploying appropriate security measures. Dentsu’s expectations, requirements, and control objectives are defined in this policy and help ensure dentsu meets these. The scope of our Security Policy encompasses all Technology (IT) assets, data, and services that are owned, controlled, or used to conduct dentsu business.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Google maintain an asset registry and configuration management database (CMDB) that tracks all service components (infrastructure, applications, dependencies) from onboarding through operation to decommissioning. Each item has an owner, baseline configuration, and lifecycle status.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: We run continuous threat assessment using automated scanners, configuration baselines, and risk models; findings are triaged by severity (CVSS + business impact). Intelligence is aggregated from vendor advisories, CERT bulletins, and our monitoring. Patching targets: critical vulnerabilities within 72 hours (or immediate mitigation), high within 7 days, medium within 30 days, low in normal release cycles. Changes are tested in segregated environments and deployed via controlled pipelines with rollback. We track remediation to closure, verify with re‑scans, and report status via dashboards and audit trails.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Operate continuous monitoring across logs, endpoints, networks, and cloud services using anomaly detection, correlation rules, and threat intelligence to identify potential compromises (e.g., unusual admin activity, data exfiltration patterns, privilege escalations). Suspected incidents trigger automated containment (account/session disablement, network isolation) and escalation to our incident response team. We follow defined playbooks: triage within 15 minutes, containment within 1 hour for high‑severity events, with forensics and eradication actions tracked to closure. Post‑incident reviews address root causes and control gaps. Real‑time dashboards and alerts provide status to stakeholders; evidence and timelines are preserved for audit.
• Incident management type: Undisclosed
• Post-quantum cryptography secure: No
• Incident management approach: We maintain pre‑defined playbooks for common events (service degradation, security alerts, access issues, data integrity). Incidents follow a standard lifecycle: detect → triage → contain → eradicate → recover → review with clear roles, SLAs, and communication templates.; User reporting: customers raise tickets via support portal, email, or API/web form; P1 incidents trigger 24×7 on‑call escalation.; Response targets: acknowledge P1 within 15 minutes, P2 within 1 hour; provide regular status updates and workarounds.; Incident reports: for P1/P2 we issue a written post‑incident report (timeline, root cause, impact, corrective actions) within agreed timelines.

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

Pricing

• Discount for educational organisations: No
• Free trial available: No

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

• Less than £250,000: 0%
• Between £250,000 and £500,000: 1%
• Between £500,001 and £1,000,000: 2%
• Between £1,000,001 and £2,500,000: 3%
• Between £2,500,001 and £5,000,000: 4%
• Over £5,000,001: 5%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: DNV
• ISO/IEC 27001 accreditation date: Wednesday 28 April 2021
• What the ISO/IEC 27001 doesn’t cover: Our ISO/IEC 27001:2022 certification covers only the Global Operations support function at our London and Kuala Lumpur locations, as defined in the Statement of Applicability V2.1. Any services, teams, systems or locations outside this defined scope are not covered by the certification.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 1cbf42cc-487a-479e-ba4b-8947135a1e90
• Cyber essentials plus: No
• Cyber Essentials Alternative: None of the criteria
• Other security certifications: No

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
  • Plans to engage the contract workforce in deciding the most important workplace issues to address
  • 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
  • Activities to cascade good practice on fair working conditions throughout the supply chain
  • 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
  • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
  • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Volunteering opportunities for staff
  • 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
  • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
  • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
  • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
  • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • How the supplier will work with NGOs, trade unions or other businesses to address modern slavery risk
  • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
  • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
  • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
  • Advertising of supply chain opportunities openly and to ensure they are accessible to a diverse range of businesses, including advertising all subcontracting opportunities on Contracts Finder
  • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
  • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
• Mission: Make Britain a clean energy superpower:

  To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

  Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

  • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it
• Mission: Break down barriers to opportunity:

  By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

  Policy Outcome 6: Employment and training: For those who face barriers to employment

  • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
  • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
  • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
  • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
  • Introducing transparency to pay and reward processes
  • Working conditions which promote an inclusive working environment and promote retention and progression
  • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
  • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

  • Understanding of the issues affecting the development of new skills by target cohort
  • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
  • Understanding of issues relating to entering the contract workforce
  • Advertising, promotional and outreach activities designed to raise awareness of the offer to reach the target cohort
• Mission: Build an NHS fit for the future:

  That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

  Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

  • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
  • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
  • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
  • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  ODT

• Service definition document

  ODT

• 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.arnold@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.