Netpremacy Limited

Zendesk Marketplace via Netpremacy

The Zendesk Marketplace is a one stop shop to find applications and integrations to increase agent productivity and workflows. In the Marketplace, You'll find apps and integrations to enhance analytics and reporting, time tracking, agent productivity. Netpremacy is an official Zendesk partner guaranteeing the best results for your Zendesk deployment.

Features

• Scroll through the app icons on the Marketplace homepage
• Install Zendesk approved apps
• Built in integrations
• Easy to install and configure
• E Commerce, IT Helpdesk. Starter Apps
• Support suite ready
• Telephony and SMS
• Surveys and emails

Benefits

• Increase collaboration and productivity
• Simplify workflows
• Enable marketing and lead gen fully connected to Zendesk
• Use Zendesk Apps and Add ons
• Maximise input with Knowledge Capture
• Use Apps for Sell, Support and Chat

£1 a user 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 aeden@netpremacy.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

254511442644988

Contact

Andrew Eden
0113 366 2008
aeden@netpremacy.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Zendesk is a pure cloud solution and as such does not require any specific hardware, just access the service via a modern browser.
• System requirements: A modern web browser is required

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Zendesk offers 24x7x365 support via email, phone and live chat.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AAA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Zendesk web chat interface is easily accessible and very intuitive to use.
• Onsite support: Yes, at extra cost
• Support levels: Zendesk packages include 24x7x365 support via phone, email and web chat. Our solution is fully cloud based and we offer comprehensive remote support. Should you require onsite support, Netpremacy will be able to work with you on the best solution.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Netpremacy provides both onsite and online training based on customers requirements and needs. We also provide a wide range of user documentation as well as an online user community forum.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • Videos
  • Online user community
• End-of-contract data extraction: When the contract ends, users will be able to extract their data. All customer data is destroyed upon account termination.
• End-of-contract process: The service will terminate at the end of the contract if the customer wishes to exit the service

Using the service

• Web browser interface: Yes
• Supported browsers: Chrome
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Zendesk is a cloud based solution and is available anytime, anywhere. Agents are also able to mobiles and tablets. ; The new Zendesk Support mobile app is a triage-focused ticketing app for agents and team leads. It's designed to let you quickly work with support tickets on your mobile device, including:; Sorting, filtering, and searching tickets and ticket views; Creating tickets; Commenting on and updating tickets; Receiving notifications when tickets are submitted or updated
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Zendesk offers a rich API with the service. Most of the reference documentation for the Zendesk API is available in the Rest API section of the Zendesk Developer Portal. The reference documentation describes all the available endpoints. You can also use the Zendesk API Guide in the Zendesk Help Center to get started. ; ; The API can return all information related to a ticket, so you may use the API output to pass data into a third party reporting application.; ; The ability to quickly update many records is another benefit of using the API. For example, while you're only able to create a single organisation at a time in the agent interface, you could create up to 100 organisations at a time with the API. In the same vein, the restrictions on how many items you can update at a time is higher with the API. The interface allows for 60 tickets to be edited at once, while the API allows up to 100 tickets.; ; Other common tasks include:; Creating tickets; Migrating ticket data into Zendesk from another system; Editing users in bulk; Searching records; And many more!; ; The Zendesk API returns data in a lightweight format called JSON.
• API documentation: Yes
• API documentation formats:
  • HTML
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: With Zendesk, users can fully customise their solution to meet their business processes, needs and goals. Together we will build a solution for your specific needs.

Scaling

• Independence of resources: The Zendesk system has been designed from the ground up with high availability and geo-redundancy in mind. As a cloud solution, Zendesk is highly scalable and provides service availability of 99.9% uptime.

Analytics

• Service usage metrics: Yes
• Metrics types: Zendesk provides a full range of metrics including real-time dashboards and trend analysis. There is a large number of pre-built reports supplied and in addition custom reporting and will also allow you to create additional reports on the system data. Our analytics suite gives you full visibility into your support/service desk operation and allows you to go as granular as your need in order to support informed decision making.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

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)
  • Other locations
• User control over data storage and processing locations: Yes
• 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 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: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Zendesk users are able to easily export their data from the online portal using the rich reporting options provided and also via the various APIs provided with the system.
• Data export formats:
  • CSV
  • Other
• Other data export formats: XML
• Data import formats: CSV

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: The Zendesk platform has been designed from the ground up with high availability geo-redundancy in mind and provides 99.99% service uptime. We will share on financial compensation adjustments associated with under-performance upon request. All data is stored and processed in world-class data centres, highly secure, running in an active-active configuration to provide business continuity in any situation.
• Approach to resilience: The Zendesk platform's architecture has multiple levels of inter & intra redundancy built in to it. It's designed to run in an active-active mode and seamlessly switches to the available data centre in the event of any failure. Service failover is tested regularly during system maintenance windows.
• Outage reporting: Our network operations centre (NOC) operates 24/7/365 to ensure optional system configuration and service availability. Our engineers continuously monitor systems, metrics and alarms. Zendesk customers are immediately notified of issues and outages affecting their service. Customers are also notified when the issue is resolved, what the issue was and how it was resolved.

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)
  • Username or password
• Access restrictions in management interfaces and support channels: Zendesk has complex password requirement to restrict access to its service and can require 2 factor authentication.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

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: Between 6 months and 12 months
• Access to supplier activity audit information: You control when users can access 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

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: You can request a copy of the ISO certificate.
• ISO/IEC 27001 accreditation date: You can reach out to Zendesk support team for the certificate.
• What the ISO/IEC 27001 doesn’t cover: You can reach out to Zendesk support team for the certificate.
• 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 I certification

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: CSA CCM version 3.0
• Information security policies and processes: Security is important when you move your service desk information to the cloud. Our experts make sure your important data is safe and your contact centre system is reliable and runs at top speed. We are committed to maintaining compliance standards in both customer privacy and where customer records are stored. It is understood that the necessary security controls should flow through the entire system and we maintain every effort to do so. In addition to standard compliance policies put in place by the following designations, our company participates in internal process reviews periodically throughout the year. Zendesk is ISO 27001:2013 certfied and SOC 2 Type I

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: The Zendesk network and application perimeter is protected with firewalls and session border controllers. Administrative access requires authenticating through a production VPN gateway, then authenticating to local infrastructure systems. Technology layers include intrusion detection systems, system logs and fraud analytics. Operational processes include system and service-level monitoring, system hardening, change management and regular vulnerability scans.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Zendesk uses Intrusion Detection Systems (IDS) to monitor network activity for suspicious traffic and attacks.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.
• 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: We have NOC monitoring incidents 24x7. The security director is notified of the incident immediately. The required teams follow the approved information security response guide.

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 v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Environment KPI:; We ensure each of our physical office locations has at least one “green ambassador” who is empowered within the business to educate, inform, define and shape our environmental policies for each of our physical locations to enable the business to achieve increased performance year on year; Some of the key ways we drive environmental sustainability within Netpremacy are:; We integrate environmental concerns into our decision-making and resultant activities via our green ambassadors.; We dispose of electrical items either to the second user market or in accordance with current WEEE recycling directives where reuse is not possible.; We minimise travelling with the use of improved collaborative technology (we are Google business) and complementary Company policy. We also provide secure bike storage to encourage eco-friendly methods of travel for our employees.; We minimise waste and reuse/recycle as much as possible. We recycle on a weekly basis, with recycling stations at each desk pod and kitchen within the Leeds office.; We recycle/reuse ink cartridges, using a charitable recycling service which benefits both charitable organisations and the environment.

  Tackling economic inequality

  Local Business & Economy:; Providing work opportunities for small, medium, micro-sized businesses, social enterprises and minority owned businesses ; Procuring goods and services locally where possible ; Supporting small, medium, micro-sized businesses, social enterprises and minority owned businesses to improve capability and grow sustainably

  Equal opportunity

  Employment and Skills: ; Enabling local people to obtain the skills needed to access employment ; Providing our employees with new skills for the future ; Creating employment opportunities within the communities that we work ; Removing barriers to employment in the information technology industry for underrepresented and disadvantaged groups ; Offering employment opportunities to those who serve or have served in our armed forces; Employment and Skills KPI; We ensure that our staff collectively attain at least 10 industry recognised certifications per annum.

  Wellbeing

  At Netpremacy we create infrastructure, support communities and enable growth to deliver community benefits and additional social value. We assist our customers to maximise social, economic and environmental wellbeing of local communities in accordance with The Public Services (Social Value) Act 2012, The Procurement Reform (Scotland) Act 2014 and The Wellbeing of Future Generations (Wales) Act 2015.

Pricing

• Price: £1 a user a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 30 day free trial of the standard service is available. Please register for this service with Netpremacy if interested.

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