UPLAND SOFTWARE UK LIMITED

RightAnswers

RightAnswers is the complete connected Knowledge Management solution that uses AI and machine learning to improve the user and customer experience by enabling organizations to create a trusted knowledge sharing culture and provide the right answers to the right person at the right time

Features

• AI powered content creation
• Neural search for Knowledge retrieval
• Omni-channel knowledge support
• KCS v6 verified
• Federated repository search
• Community Forums
• Self-Service Portal
• RightAnswers-X (No-code browser extension)
• Extensive reporting and analytics
• Agent and Author gamification

Benefits

• Provide accurate and consistent information, every time
• Reduce contacts and complaints
• Deliver efficient, and empathetic customer service
• Empower your customers to self-serve
• Provide consistent answers across all communication channels
• Present knowledge from multiple repositories in a single view
• Encourage a knowledge sharing culture
• Deliver knowledge in your tools at the moment of need

£23,995 a unit a year

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

Framework

G-Cloud 14

Service ID

249632301493345

Contact

Heather Babington
0161-362-6518
gcloud@uplandsoftware.com

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: Salesforce, ServiceNow, any browser based-application
• Cloud deployment model: Public cloud
• Service constraints: No.
• System requirements: Edge, Chrome, Firefox, Safari

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We operate 3 levels of support: Standard, Plus, Enterprise ; Our response times for each are shown below; ; Standard: ; Cloud Incident (“Outage”):1 Hour (24/7/365); 1 – Urgent : 1 Business Hour; 2 – High: 4 Business Hours; 3 – Normal: 1 Business Day; ; Plus; Cloud Incident (“Outage”):1 Hour (24/7/365); 1 – Urgent : 1 Hour (24x5 Mon-Fri); 2 – High: 4 Business Hours; 3 – Normal: 1 Business Day; ; Enterprise; Cloud Incident (“Outage”):30minutes (24/7/365); 1 – Urgent : 1 Hour (24x7); 2 – High: 4 Business Hours; 3 – Normal: 1 Business Day; ; Business Hours are 9-5 Mon-Fri exc. Public Holidays
• 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: Yes, at an extra cost
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None
• Onsite support: No
• Support levels: We operate 3 levels of support: Standard, Plus, Enterprise ; Our response times for each are shown below ; ; Standard: ; Cloud Incident (“Outage”):1 Hour (24/7/365) ; 1 – Urgent : 1 Business Hour ; 2 – High: 4 Business Hours ; 3 – Normal: 1 Business Day ; ; Plus: ; Cloud Incident (“Outage”):1 Hour (24/7/365) ; 1 – Urgent : 1 Hour (24x5 Mon-Fri) ; 2 – High: 4 Business Hours ; 3 – Normal: 1 Business Day ; ; Enterprise ; Cloud Incident (“Outage”):30minutes (24/7/365) ; 1 – Urgent : 1 Hour (24x7) ; 2 – High: 4 Business Hours ; 3 – Normal: 1 Business Day ; ; Business Hours are 9-5 Mon-Fri exc. Public Holidays; ; Standard is included within the annual software license cost; Plus is charged at 20% of the annual software license cost; Enterprise is charged at 35% of the annual software license cost
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Upland provides : Platform Onboarding Services and Platform Implementation Configuration; ; Onboarding Services include:; a. Configuration Best Practices; b. Content Organization and Findability Review; c. Adoption Best Practices; d. Go-Live Validation; e. Lifecycle Readiness; f. Training – web-based training and general recorded sessions are; available, an individual live session for each is available upon; request; ; Platform Implementation Configuration includes:; a. Administrative setup; b. Application of RightAnswers stylesheet (as modified by RightAnswers; resources to achieve the customer-requested style, colors, and layout; of Portal pages) and customer-provided logo.; c. Create up to two Support Agent user groups consistent with customer; user and authentication requirements.; d. Create up to two Self-Service user groups consistent with customer; user and authentication requirements.; e. Configuration of up to two authentication modules by application; (e.g., Okta); f. Role mapping for group-based content support for one mapping; methodology per Portal and Solution Manager
• Service documentation: Yes
• Documentation formats:
  • HTML
  • ODF
  • PDF
• End-of-contract data extraction: An customer administrator has access to the Export feature within the Knowledge Authoring module. Alternatively a support request may be made and Upland will facilitate an export of the knowledge articles
• End-of-contract process: A customer administrator has access to the Export feature within the Knowledge Authoring module and can export all knowledge articles. Alternatively a support request may be made and Upland will facilitate an export of the knowledge articles.; ; Additional professional services beyond this shall be chargeable.

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: Presentation and layout are designed to be responsive.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Browser based, either available as an embedded function with Salesforce, ServiceNow, Microsoft Dynamics, Microsoft Teams, Genesys, Jira, ivanti, bmc. ; Or, also available as a browser extension within any of the supported browsers.
• Accessibility standards: None or don’t know
• Description of accessibility: Our product team are moving towards bringing the interface to WCAG 2.1 A, and then towards AA.
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: The API’s focus primarily on knowledge editing and delivery allowing: Searching and article retrieval for consumption within another application,
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The portal screens can be fully customized by administrators to match their organizations brand including portlet layouts, images & CSS

Scaling

• Independence of resources: Customers who demand a guarantee of dedicated resources can be placed in an isolated environment for an additional cost. For all shared resource customers Upland employs monitoring to isolate system metrics by customer to identify any customer with high resource utilization before it becomes system impacting.

Analytics

• Service usage metrics: Yes
• Metrics types: The system includes an Analytics module that provides out of the box reports and dashboards with the option to build additional reports via drag and drop interface. ; ; This provides metrics such as ; * Number of searches ; * Solutions viewed ; * Feedback ; * Authoring stats ; * Features used
• Reporting types:
  • 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: No
• 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: Another external penetration testing organisation
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• 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: A customer administrator has access to the Export feature within the Knowledge Authoring module , and can export in any of XML, TSV, Docx, and PDF.
• Data export formats: Other
• Other data export formats:
  • XML
  • TSV
  • HTML
  • DocX
  • PDF
• Data import formats: Other
• Other data import formats:
  • XML
  • TSV

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: Upland shall make the Application Available, as measured on a 24 hours per calendar day basis over the course of each calendar month at least 99.9% of the time, excluding only the time the Application is not Available solely as a result of one or more Exceptions. “Available” means the Application is available and operable for access and use by Customer and its Users over the Internet.; ; No period of Application degradation or inoperability shall be included in calculating Availability if such downtime or degradation is directly caused by any of the following (“Exceptions”):; ; a. Customer’s or any of its Users’ use of the Application in a manner inconsistent with the Documentation;; b. failures of Customer’s or its Users’ Internet connectivity not caused by Upland;; c. Internet or other network traffic problems other than problems arising in or from networks actually provided or controlled, or required to be provided or controlled, by Upland; or; d. Scheduled Downtime.
• Approach to resilience: RightAnswers services are monitored 24/7/365 using a combination of tools ranging from end-to-end business tests to standard monitoring systems with alerts being triggered via email, SMS and Pager Duty. ; ; Right Answers also has daily system checks done by humans to validate all system components. ; ; In hours and out of hours incidents are managed by the Production Operations team for system alerts and escalation needs to senior incident managers both in and out hour of hours.
• Outage reporting: Outage reporting is carried out through our support portal

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
• Access restrictions in management interfaces and support channels: Cloud, Support ; ; Upland does not permit unauthenticated (guest) access to systems with sensitive data., and generic logins are not used within our systems, applications or services. User accounts are configured to prevent password reuse, and access rights are reviewed on a regular basis. User profiles are created with the principle of least privilege, and Upland has segregation of duties in place for issuing and approving access
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Dedicated link (for example VPN)
  • Username or password
  • Other
• Description of management access authentication: SSO SAML ; IP Allow List

Audit information for users

• Access to user activity audit information: You control when users can access 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC 2 Type II Report

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Right Answers goes through annual SOC 2 Type II audits. ; ; Upland’s security framework is built around IS)27001 standards, however, not certified to that standard, but rather goes through SOC 2 Type II audits.
• Information security policies and processes: Upland’s security framework is built around ISO27001 standards. Policies are reviewed on an annual basis and reviewed and approved by the Chief Security Officer.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Upland uses an ITIL-based change management process that requires documentation and multiple layers of approval. ; Upland’s change process requires business and CAB team approval before any changes can be made to production. All product releases require an internal Go/ No Go meeting, with all departments required to attend and accept the new product version before it can be released to Upland customers.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Upland participates in the following security forums and professional associations: SANS, insecure.org, w3.org, cert.org, and securityfocus.com. ; ; Additionally, alerts are sent to us from Microsoft and Adobe security departments, and we receive alerts from the 3rd party organization conducting our quarterly vulnerability scans and 24x7 monitoring services. ; ; We receive alerts via Microsoft on software and OS updates/patches. We use Microsoft Server Update Service (WSUS) to deploy and manage security patch updates. ; ; Patches are tested prior to installation. We make every attempt to install critical security patches as soon as possible while ensuring compatibility and testing requirements are met.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Upland’s Security Organization performs monitoring activities to continuously assess the quality of internal controls and security posture of our environment. ; ;  real-time scanning of all web traffic for intrusions and anomalies, ; ;  recurring internal vulnerability scans of hosts in the environment, ; ;  recurring external vulnerability scans of external IP addresses and ranges of the environment, ; ;  continuous, real-time monitoring of security logs generated on all servers. ; ; Upland employs Intrusion Prevention Systems to block traffic that matches specific patterns. The results of these activities are shared so analysis and remediation can be performed. Security staff 24x7x365 to perform analysis and remediation.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Users can report incidents using our Support channels as described in our Service Document. These include email, web, and phone.; ; For critical severity incidents, a Root Cause Analysis shall be provided either via your Customer Success Manager, or as part of the support ticketing process.

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

  Wellbeing

  Wellbeing

  Who has not experienced frustration or even despair when you need help to resolve a situation and you just can't find anyone or anything for what you need? Even worse, if you are given the wrong information. ; ; From a tenant who needs information on how to resolve mould and damp, to a service agent who needs to focus all their effort and empathy on resolving a situation for a vulnerable customer, RightAnswers provides the best information in your time of need.; ; Finally, at Upland, we recognize the importance of diversity, equity, and inclusion for our team members, our customers, and the communities which they represent. We are committed to educating ourselves and doing the necessary work so we can identify opportunities to create impact where it matters most to our team members and to build a richer sense of community for all. Because at the end of the day we want everyone to feel seen, respected, and heard.

Pricing

• Price: £23,995 a unit a year
• Discount for educational organisations: No
• Free trial available: No

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