CANTARUS LIMITED

dotdigital

As a trusted dotdigital partner, Cantarus can provision dotdigital licences and deliver end-to-end support, consultancy, integration and ongoing optimisation services for the cross-channel marketing automation platform. Channels include: email, SMS, social and live chat.

Features

• dotdigital licence selection and procurement
• Environment setup and configuration, with account provisioning and security
• Customer journey mapping and automation design
• Segmentation and data strategy workshops
• Single customer view and identity resolution setup
• Integration with web, app and third-party systems
• Email and SMS campaign build and execution
• A/B testing and optimisation
• Engagement tracking and performance reporting
• Ongoing support, maintenance and training

Benefits

• Maximise value of dotdigital investment
• Deliver personalised, data-driven customer experieneces
• Improve engagement, retention and revenue performance
• Scale marketing automation with confidence and governance

• Education pricing 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 enquiries@cantarus.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

235269911337914

Contact

Lee Adams
0161 971 3200
enquiries@cantarus.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
• Multi cloud support: Yes

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: CRM Applications - including Microsoft Dynamics 365, Salesforce CRM, and more
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • Web Browser
  • Internet Connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Our standard support is provided between the hours of 0900 and 1730 British time, Monday to Friday excluding public holidays. Service level targets – specifically the time within which we aim to be actively working on a resolution – for support are as follows (excluding on-site support): Business Critical Within 1 business hour High Priority Within 4 business hours Medium Priority Within 2 business days Low Priority Within 5 business days
• 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: No
• Support levels: Our standard support is provided between the hours of 0900 and 1730 British time, Monday to Friday excluding public holidays. Standard Timebank support is purchased on a per man-day basis and can be used across any of the Cantarus service offerings - any purchased time which is unused during the month can be rolled over for up to 3 months. Standard Timebank charged at £995/day with a 1 day minimum
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Cantarus provide services across the full dotdigital lifecycle including planning, implementation, integration and ongoing optimisation. A Cantarus consultant will work with both the buyer and dotdigital to determine the best configuration and once the solution has been implemented handover to the Client Success team to provide ongoing support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data can be exported via FTP or CSV. For more data export options, this will require review with dotdigital's Customer Technical Solution team.
• End-of-contract process: Where a Call-Off Contract is terminated by either party before the end of the initial term or then-current extension period (except where terminated by the Buyer due to a material breach of the Call-Off Contract by the Supplier), all remaining Charges for the initial term or then-current extension period (as applicable) shall be immediately payable. Following termination: (a) the Supplier shall have no obligation to retain any Buyer data. If the Buyer wishes to export any data, it should do so prior to the effective date of termination. Where the Buyer requires the Supplier to export any data on its behalf a charge may be applied for this additional service; (b) the Buyer shall immediately cease using the intellectual property and the services; and (c) any provision which expressly or by implication is intended to come into or remain in force on or after termination shall continue in full force and effect.
• Documentation accessibility standard: WCAG 2.2 A

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: As a cloud-based marketing automation platform, dotdigital's interface is highly accessible for users; allowing users to craft their marketing campaigns from start to send.
• Accessibility standards: None or don’t know
• Description of accessibility: Whilst dotdigital is compliant with a range of accessibility standards (both A and AA), compliance is not 100% achieved. Features include colour contrast, scalable text sizes, CAPTCHA alternatives and tools to support blind or partially sighted respondents.
• Accessibility testing: Dotdigital have carried out their own accessibility audits which have used tools such as automated and manual screen readers.
• API: Yes
• What users can and can't do using the API: Details of dotdigital's API can be found here: https://developer.dotdigital.com/docs/getting-started-with-the-api, with the majority of core capabilities being offered either REST based or SOAP APIs.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Customisations can vary from custom data fields to integrations as well as permissions-based customisations to the user interface and feature access.

Scaling

• Independence of resources: Dotdigital is built on highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Performance and availability are monitored 24x7 by dotdigital's dedicated Service Operations team to quickly react to service degradation.

Analytics

• Service usage metrics: Yes
• Metrics types: A number of metrics can be set up within the app including: ; Account report; Address book analytics; Campaign report; Cross-account reporting; Unsubscribe, bounce, replies report; Heatmap and link hotspot report; ROI report; SMS report; Chat report; Program report; Program analytics; Product recommendation report; Push notification report; Segment analytics; Customer dashboard; Retail dashboard; Persona movement report; Abandoned cart report; Survey report; Landing page report; Email revenue report; Single customer view
• Reporting types:
  • API access
  • Real-time dashboards
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Dotdigital

Staff security

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

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: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be exported either in-app (CSV format) or via the API (usually JSON). Alternative data export options will require review from dotdigital's Customer Technical Solution team.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .XLS
  • JSON

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Services will be available with 99.5% uptime in any calendar month, excluding scheduled maintenance and emergency maintenance.
• Approach to resilience: Dotdigital’s solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Data is replicated to a secondary facility within the same geographical region every 5 minutes; allowing for the recovery of services in the event of an outage at the primary facility.
• Outage reporting: For outage reporting users can subscribe to updates either via email, SMS or RSS feeds which are available at status.dotdigital.com. Historic uptime and performance metrics are also available via dotdigital's website here: uptime.dotdigital.com

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: For authentication, users will use their email address and chosen password. If users have not logged in for 30 days or access via a new device / browser, they will be asked for authorisation via an email or code sent via SMS.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

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: Cantarus are ISO 27001 Cyber Essentials Plus certified and place security and compliance at the centre of the services we provide. Our data protection, communications and freedom of information practices have been externally audited by NCC Group. We maintain and execute a number of internal policies around Information Security, GDPR and Data Protection that each team within the business are responsible for executing on, with managers of each team accountable for implementation. Our data protection policy includes our principles around GDPR, data subject rights, information on personal data breaches and how to handle these, data protection impact assessments, training and information on our Data Protection Manager's roles and responsibilities. Developers receive security training in order to ensure that our team is always following security best practice and are aware of recent developments in the field. We work closely with a number of government bodies and local authorities. As such, we're well-versed in the extensive regulatory and compliance standards imposed upon suppliers, including GDPR and the DPA.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Machines are built from approved images or scripts, with independent review of a sample of the machines as part of the Cyber Essentials Plus, and annual penetration testing programs. Group polices and other Configuration Management technology are used to configure additional settings and controls to each machine. A Change Management Process is in place to control changes to production environments; which is in scope of ISO 27001 audits.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dotdigital have their own security team responsible for vulnerability management - includes scanning of internal and perimeter networks and hosts. Insights on any issues are also collected via penetration testing and audits; plus bug reporting.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewalls, Intrusion detection systems, endpoint security agents, internet and email gateway security solutions are in place, and configured to alert dotdigital's internal security team.
• Incident management type: Supplier-defined controls
• Incident management approach: Dotdigital have their own Incident Management policy defining both responsibilities and how incidents are handled; led by their Information Security & Privacy Director and supported by a wider Incident Response Team.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• 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: 5%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 15%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Peers Quality Assurance Ltd
• ISO/IEC 27001 accreditation date: Wednesday 27 August 2025
• What the ISO/IEC 27001 doesn’t cover: ISO/IEC 27001 certification; ; Yes; ; Who accredited the ISO/IEC 27001; ; Peers Quality Assurance Ltd; ; ISO/IEC 27001 accreditation date; ; Wednesday 27 August 2025; ; What the ISO/IEC 27001 doesn’t cover; ; Cantarus Limited’s ISO27001 certification does not cover Cantarus CRM Limited, which is a separate legal entity and therefore excluded from the scope of certification. All information security controls and audited processes apply only to the in-scope operations of Cantarus Limited as defined in the ISMS scope statement.
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Peers Quality Assurance Ltd
• ISO 9001 accreditation date: Wednesday 27 August 2025
• What the ISO 9001 doesn’t cover: Cantarus Limited’s ISO9001 certification does not cover Cantarus CRM Limited, which is a separate legal entity and therefore excluded from the scope of certification.
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: Cb4ae068-17cb-4f67-89f9-0ea82c6e1dfc
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: B8bb923e-c4b1-4a2e-9c78-0ab290fa9e49
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • 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
    • 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 educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff

  • 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

  • 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

    • 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
    • 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

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 enquiries@cantarus.com. Tell them what format you need. It will help if you say what assistive technology you use.