Salesforce - Slack Pro, Business+ & Enterprise Grid Plans

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 suite of products
Cloud deployment model: Public cloud
Service constraints: Slack can be used with a number of features for free, but if you need more features and functionality, we offer two paid plans from a G-Cloud perspective: Standard Plan and Plus Plan.

Please visit our pricing page (https://slack.com/intl/en-gb/pricing) to compare plans and features.
System requirements: Mac app, OS X 10.1 or later

Windows app, Windows 7 or later

IOS app, iOS 11.1 or later

Android app, Android 5.0 or later

User support

Email or online ticketing support: Email or online ticketing
Support response times: Slack does not provide an SLA with service credits although for Slack Plus Plan we do publicly state a goal of a 4 hour first response time.
User can manage status and priority of support tickets: No
Phone support: No
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), 7 days a week
Web chat support accessibility standard: None or don’t know
How the web chat support is accessible: Live chat is available on line at https://slack.com/help/contact. Please note that the user will have to be authenticated to our service to see that chat option on this page.
Web chat accessibility testing: Testing has not been performed knowingly
Onsite support: Yes, at extra cost
Support levels: Slack prides itself on providing all customers with great support. We do not offer tiered support models (for example gold / premier) to Slack Standard Plan customers. We do however publicly state a 4 hour first response time goal for our Plus Plan customers.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: For larger customers, Slack's Customer Success team advises and guides a wide variety of customers, ensuring they launch Slack successfully, adopt it widely and are continually driving business value from Slack.

Slack's Help Center (https://get.slack.help/hc/en-us) provides user assistance..

Slack offers online learning capabilities at https://get.slack.help/hc/en-gb/articles/218080037-Getting-started-for-new-members.

In addition, we have the Slack Foundry app for app training: https://slackfoundry.builtbyslack.com/
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Workspace Owners and Admins can export data from their workspace. Your export option depends on your Slack plan.

Full details are available at https://get.slack.help/hc/en-gb/articles/201658943-Export-your-workspace-data.
End-of-contract process: Please refer to the response to the end-of-contract data extraction question above. Customers have access to their data at no additional cost.

Slack does not provide exit / transition services to support migration to future platforms or services.

Export capabilities are available at https://get.slack.help/hc/en-gb/articles/201658943-Export-your-workspace-data

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Whilst there are subtle differences, Slack's mobile apps have broadly the same end user functionality as the desktop apps.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: None or don’t know
Accessibility standards: None or don’t know
Description of accessibility: Slack users can read and write data Web, RTM, and Events APIs.

The Web API (https://api.slack.com/web) interface queries information to and from a Slack workspace.

The Real-Time Messaging API (https://api.slack.com/rtm) is a WebSocket-based API to receive events from Slack in real-time and send messages as users.

The Events API (https://api.slack.com/events-api) is a way to build apps and bots that respond to Slack activities.

Customers on the Plus plan can provision and manage user accounts and groups with the Slack SCIM API (https://api.slack.com/scim).

For more information on our APIs, including limitations (e.g. rate limiting), please see our API site (https://api.slack.com/).
Accessibility testing: Slack users can read and write data Web, RTM, and Events APIs.

The Web API (https://api.slack.com/web) interface queries information to and from a Slack workspace.

The Real-Time Messaging API (https://api.slack.com/rtm) is a WebSocket-based API to receive events from Slack in real-time and send messages as users.

The Events API (https://api.slack.com/events-api) is a way to build apps and bots that respond to Slack activities.

Customers on the Plus plan can provision and manage user accounts and groups with the Slack SCIM API (https://api.slack.com/scim).

For more information on our APIs, including limitations (e.g. rate limiting), please see our API site (https://api.slack.com/).
API: Yes
What users can and can't do using the API: Slack users can read and write data Web, RTM, and Events APIs.

The Web API (https://api.slack.com/web) interface queries information to and from a Slack workspace.

The Real-Time Messaging API (https://api.slack.com/rtm) is a WebSocket-based API to receive events from Slack in real-time and send messages as users.

The Events API (https://api.slack.com/events-api) is a way to build apps and bots that respond to Slack activities.

Customers on the Plus plan can provision and manage user accounts and groups with the Slack SCIM API (https://api.slack.com/scim).

For more information on our APIs, including limitations (e.g. rate limiting), please see our API site (https://api.slack.com/).
API documentation: Yes
API documentation formats: HTML
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Slack is most useful when all your teammates, tools, and work are in one place. By adding apps to Slack, you can connect your most important tools, centralise all your work, and say goodbye to juggling all those windows.

Apps can be built to do just about anything, so no two will work alike.

There are two ways to browse for apps: in the App Directory or right in Slack.

The App Directory lists every app that can be integrated with Slack. No matter what your area or specialty, there’s an app to help make your work more pleasant, productive, and hopefully fun!

If you'd like to see the apps already in use by other members as well as discover new ones, there’s no need to even leave Slack. On your desktop, simply click the plus icon next to Apps in the left sidebar.

Workspace Owners have the ability to approve or restrict apps for their members.

Are you interested in building a Slack app? Visit the Slack API site (https://api.slack.com/) to get started.

Scaling

Independence of resources: Slack utilizes services provided by its hosting providers (AWS and GCP) to distribute its production operation. Production transactions are replicated among these discrete operating environments, to protect the availability of Slack’s service.

In addition, most aspects of the Slack platform are rate limited. Given the variety of different kinds of inbound and outbound APIs made available, how and when rate limiting occurs differs between features.

Analytics

Service usage metrics: Yes
Metrics types: See where (either public or private channels) people send the most messages. Sort public channels by metrics like name, total members, or messages sent. Get a snapshot of members’ message activity. We update workspace analytics data once per day.
Reporting types: Real-time dashboards

Resellers

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

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom

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: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

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: A third-party destruction service

Data importing and exporting

Data export approach: On all plans, Workspace Owners may use the Standard Export to export content from public channels only. Standard Exports will include links to files, but not files themselves.

On the Plus plan, Workspace Owners can apply to access Corporate Export, a self-serve export tool that permits a Workspace Owner to export content from private channels and direct/group messages as needed and permitted by law.

On the Standard plan, Workspace Owners must contact Slack and apply to export content from private channels and direct/group messages.
Data export formats: Other
Other data export formats: JSON
Data import formats: CSV

Other
Other data import formats: Another Slack workspace

A text file

A third-party app: HipChat, Flowdock, Campfire, or Chatwork

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Other
Other protection between networks: All data transmitted between Slack clients and the Slack service is done so using strong
encryption protocols. Slack supports the latest recommended secure cipher suites to encrypt all traffic in transit, including use of TLS 1.2 protocols, AES256 encryption and SHA2 signatures, whenever supported by the clients.

Within Slack networks, with Enterprise Key Management (EKM) enabled, all data is encrypted prior to transmission. Without EKM, data may be transmitted without encryption between certain hosts within Slack’s virtual private cloud (VPC). Data routed through the public internet is never transmitted unencrypted.
Data protection within supplier network: TLS (version 1.2 or above)

Other
Other protection within supplier network: All communication traffic between the client via the public Internet and Slack is encrypted using TLS 1.2 or below.

Not all internal connections are TLS enabled. All Slack production hosts are protected behind AWS and GCP firewalls.

Availability and resilience

Guaranteed availability: We do not offer a Service Level Agreement (SLA) for Standard Plan customers.

Our Service Level Agreement (SLA) for customers on the Plus plan based on a 99.99% monthly uptime. We’ve designed our SLA to be clear and simple — based directly on the information we make publicly available on the Slack Status page (https://status.slack.com/).

For further information including in relation to SLA refunds please visit https://slack.com/intl/en-gb/terms/service-level-agreement.
Approach to resilience: Slack utilises services from AWS and GCP to distribute its production operation across four separate physical locations. These four locations are within one geographic region, but protect Slack’s service from loss of connectivity, power infrastructure and other common location-specific failures. Production transactions are replicated among these discrete operating environments, to protect the availability of Slack’s service in the event of a location-specific catastrophic event.

Slack also retains a full backup copy of production data in a remote location more than 1,000 miles from the location of the primary operating environment. Full backups are saved to this remote location once per day and transactions are saved continuously. Slack tests backups at least quarterly to ensure they can be correctly restored.
Outage reporting: Public dashboard: https://status.slack.com/
Twitter: https://twitter.com/slackstatus

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Username or password

Other
Other user authentication: Slack provides customers with controls to manage their users and admin users. Customers are responsible for integrating and managing their identity provider (for single sign-on and provisioning) as well as onboarding and offboarding of users (members and guests). SAML-based single sign-on (SSO) gives members access to Slack through an identity provider (IDP) of their choice.

For an added layer of security, Slack recommends the use of two-factor authentication (2FA).
Access restrictions in management interfaces and support channels: Slack adheres to the principle of least privilege—workers are only authorized to access data that they reasonably must handle in order to fulfill their current job responsibilities.

Slack employs multi-factor authentication for administrative access to systems with more highly classified data. At this time, administrative access to production servers requires operators to connect using both an SSH key and a one-time password associated with a device-specific token. Where passwords are used, multi-factor authentication is enabled for access to higher data classifications.
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: No audit information available
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: Yes
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: CSA CCM version 3.0

ISO/IEC 27001

Other
Other security governance standards: ISO27017, ISO27018
SOC2, SOC3 Reports
ISMAP
IRAP
APEC Processors / Controller Certificates
FedRAMP
Information security policies and processes: Slack has defined roles and responsibilities to delineate which roles in the organization are responsible for operating the various aspects of our Information Security Management System (ISMS). The responsibilities of each role are detailed in Slack’s security documents.

At the center of administering our ISMS is Slack’s Security Team. Slack has appointed a Chief Security Officer (CSO) with overall responsibility for the implementation and management of our ISMS. The CSO is supported by the other members of Slack’s Security Team, which currently consists of over 25 security professionals - focusing on Product Security, Security Operations, Computer Security Incident Response, and Risk and Compliance.

All members of Slack’s Security Team are active participants in the larger information security community to improve the overall state of the art of information security and to maintain their own expertise.

Slack maintains a set of policies, standards, procedures and guidelines (“security documents”) that provide the Slack workforce with the “rules of the road” for operating Slack’s ISMS. Our security documents help ensure that Slack customers can rely on our workers to behave ethically and for our service to operate securely.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: To minimize the risk of data exposure, Slack controls changes, especially changes to production systems, very carefully. Slack applies change control requirements to systems that store data at higher levels of sensitivity. These requirements are designed to ensure that changes potentially impacting Customer Data are documented, tested, and approved before deployment.

Slack maintains the configuration of its production servers by using a configuration management system that runs frequently to check that only the authorized version of key files are deployed. This CMS will overwrite files found on servers that don’t match the correct version stored in a change controlled repository.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Slack’s Security Team operates continuous automated static analysis using advanced tools and techniques. Significant defects identified by this process are reviewed and followed to resolution by the Security Team.

Slack operates a public bug bounty program to facilitate responsible disclosure of potential security vulnerabilities identified by non-Slack researchers and reward them for their verified findings. Slack monitors incoming bug reports, prioritizes true vulnerabilities and ensures their timely resolution.

Slack has a defined vulnerability management process that will triage vulnerabilities based on severity levels.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Slack monitors servers, workstations and mobile devices to retain and analyze a comprehensive view of the security state of its corporate and production infrastructure.

Analysis of logs is automated to the extent practical to detect potential issues and alert responsible personnel. Alerts are examined and resolved based on documented priorities.

All incidents are managed by Slack’s dedicated detection and response team. Slack defines the types of events that must be managed via the incident response process. Incidents are classified by severity. Incident response procedures are tested and updated at least annually.
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 via the app, email or our bug bounty program.

Slack has established policies and procedures (also known as runbooks) for responding to potential security incidents. All incidents are managed by Slack’s dedicated Detection and Response Team. Slack defines the types of events that must be managed via the incident response process. Incidents are classified by severity. Incident response procedures are tested and updated at least annually.

In the event of a security breach, Slack will promptly notify you of any unauthorized access to your Customer Data.

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

Fighting climate change
Tackling economic inequality
Equal opportunity

Fighting climate change

Skyflo Digital aims to be carbon neutral by 2028 which will be achieved by reduced emissions and utilising carbon credit initiatives.

Tackling economic inequality

Skyflo Digital is based in the north east and is committed to improving the employment outcomes of people in the local area by offering work placements to anyone interested in a career in technology.

Equal opportunity

Skyflo Digital is an equal opportunities employer and does not discriminate on ethnicity, age, gender, sexual orientation, religion or any other characteristic.

Pricing

Price: £47.37 a user a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Slack has a free version of its service. Details of what is included are available at https://slack.com/intl/en-gb/pricing
Link to free trial: https://slack.com/intl/en-gb/pricing/free

Salesforce - Slack Pro, Business+ & Enterprise Grid Plans

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Salesforce - Slack Pro, Business+ & Enterprise Grid Plans

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents