Hootsuite Inc

Talkwalker Services

Accelerate your success with Talkwalker's guided implementation programme. Get personalised 1:1 consultation to ensure your foundational setup is perfect, while building the confidence and skills you need to become an independent power-user. Leverage dedicated expert hours or training to drive team adoption, proficiency and confidence.

Features

• Plus Services Package
• Advanced Services Package
• Product Training
• Expert Hours
• Strategic Engagement Services

Benefits

• Specialised data analysis to translate data into strategic business outcomes
• Custom training tailored to your use case and workflows
• Custom learning paths to ensure users master the tool efficiently
• Drive optimisation and business alignment
• Digital training to help users feel confident with the tool
• Expert hours to execute complex configurations, audits and optimisation activities
• Customer support with 1 Business Day First Response Time SLA
• Strategic Engagement Management for more complex projects and rollouts

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

Framework

G-Cloud 15

Service ID

279764925050060

Contact

Nathan Bird
00447737472732
Gcloud@hootsuite.com

About the service

• Service categories:
  • Cloud Support Services
    • Training
      • Basic user - cloud based services
        • Basic user - cloud based services
      • Super user - Cloud Based Services
        • Super user - Cloud Based Services
      • Basic troubleshooting skills
        • Basic troubleshooting skills
      • Advanced troubleshooting skills
        • Advanced troubleshooting skills
      • Function/service optimisation skills
        • Function/service optimisation skills

Service scope

• Service constraints: Talkwalker is a SaaS solution. An internet connection and web browser are required. Like all SaaS platforms, Talkwalker does not have periodic releases of updates or software versions. Rather, our development teams work to improve our platforms on a continual basis. Updates are made on a daily basis – as such it is not practical (or possible) to provide notification of updates. Please note that each platform will be operational and available to Customer 24 hrs/day, 7 days/week at least 99.9% of the time in any calendar months. Please see https://www.hootsuite.com/legal/enterprise-service-level-agreement for more information.

User support

• Email or online ticketing support: Yes
• Support response times: -1 business day SLA -web chat & ticket (email) for all customers. Core Hours of Operation - Mon - Fri 9am-5pm UK time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: Talkwalker continually reviews the accessibility of its services and works with a third party accessibility specialist to ensure that we are maintaining optimal standards in this areas. Talkwalker provides customer service training to our employees on our accessibility policies and procedures, including services and features that provide accessibility to our customers. We are committed to working towards an inclusive environment that is accessible to all.
• Support levels: -1 business day SLA -web chat & ticket (email). Core Hours of Operation - Mon - Fri 9am-5pm UK time. All customers will benefit from a Customer Success team to ensure ongoing support throughout the duration of our partnership. Your team will act as a dedicated resource to connect you with the right resources to solve any technical issues you may need support with.

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: None

Pricing

• Discount for educational organisations: Yes

Product and delivery roles

Programme delivery manager

Role level	UK Rate	Offshore Rate
Programme delivery manager	£333.00

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: IAS Management Systems Certification Body Accredited
• ISO/IEC 27001 accreditation date: Thursday 18 January 2024
• What the ISO/IEC 27001 doesn’t cover: N/A. The scope covers All information security aspects related to the customer service delivery environment, involved in the entire lifecycle of our cloud platform services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Tuesday 13 January 2026
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 8a9057cd-a361-43a3-894a-84797638f485
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • SOC 3

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

  • 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
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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
  • 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
• 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

  • Working conditions which promote an inclusive working environment and promote retention and progression
  • 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
• 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

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