BOXXE LIMITED

boxxe Hootsuite plus TINT Add-On: Social Media Mgmt

Hootsuite is a social media management, engagement, monitoring and listening platform. It enables organisations to collaboratively deliver social media strategies across departments and social networks from one secure, web-based and mobile dashboard. Hootsuite integrates with existing systems, helping organisations to more effectively inform and engage with communities through social media.

Features

• Deliver content across 50+ global and regional social networks
• Schedule and publish text, pictures and videos on multiple networks
• Content tagging and assignments to make organising campaigns easy
• Content Library and full scheduling calendar
• Security, governance and control integrating with technologies including Proofpoint
• App directory of 160+ integrations: Microsoft, Adobe, SAP, Google, etc
• Compatible with range of technologies, including Brandwatch, Tint, ProofPoint
• Multi-layer approval workflows
• iOS and Android Mobile App and HTML5 mobile web access
• Comprehensive reporting and analytics for marketing campaigns and customer service

Benefits

• Work as a team with efficient publishing approvals and workflows
• Save time with our scheduling and content management solution
• Securely collaborate on your brand’s social accounts without sharing passwords
• Gain control of all social accounts, channels, and campaigns
• Execute high impact campaigns with simple approval workflows
• Quickly create insightful social media reports
• Clearly see the business value of social with visual reports
• Gain precise data on your highest performing content and channels
• Streamline social management so teams can focus on high-value initiatives
• Approved content library to be easily used across teams

£716 to £123,786 a unit

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

Framework

G-Cloud 13

Service ID

324190910970370

Contact

Peter Parsons
07704551950
peter.parsons@boxxe.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Requires an internet connection and can be used with the following browsers Internet Explorer, Microsoft Edge, Firefox, Chrome, Safari, Opera
• System requirements:
  • Active internet connection
  • Internet Explorer 9+, Microsoft Edge, Firefox, Chrome, Safari, Opera

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard 4 working-hour response, although, this is negotiable dependent on customer's support requirements.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Hootsuite Enterprise users receive our highest-level technical support. All issues are submitted through our online ticketing system. Administrators also have access to a dedicated Account Manager should they require phone or in person support. Hootsuite’s most up to date SLAs can be found here - http://hootsuite.com/enterpriseterms. We also supply a Technical Account Manager as standard for Enterprise customers
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Hootsuite provides 24/7/365 support through our international team and presence. Support is via email, phone or online chat. Enterprise customers are also assigned a Customer Success Manager (CSM) to serve as a primary contact and an escalation point during business hours. Your CSM is a dedicated resource to bridge you to the right Hootsuite resources to solve any technical issues. Furthermore, an online knowledge database and self paced training resources are also available. On day 1, requirements are gathered through discovery calls and demos of proposed solutions throughout the sales process, and once aligned, are transferred to the Customer Success team. During the onboarding process we begin with a Kickoff call to introduce the product and solution and to present known goals and strategies. Our Professional Services team runs through a methodical and phased approach to launch projects. We begin with Discovery, in which we conduct a thorough needs analysis to confirm best practices for our client's use cases and run through our project plan. We then configure users, teams, access permissions and analytics, iterating with our client until sign-off.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: CSV export, PPT and PDF. Past scheduled messages can be exported as well as analytics data. Finally, archiving is available to transfer all social media correspondence and activities.
• End-of-contract process: If you decide not to renew your agreement your service will be downgraded from Hootsuite Enterprise to Hootsuite Free. A comparison of the functionality differences between Hootsuite Enterprise and Free can be found here: https://hootsuite.com/plans

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: We have the best mobile app on the market. Key functionality for publishing and engagement are all present for Facebook, Twitter, Instagram and LinkedIn - on iOS , Android and HTML5
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Available upon request.
• Accessibility standards: None or don’t know
• Description of accessibility: Available upon request.
• Accessibility testing: Available upon request.
• API: Yes
• What users can and can't do using the API: HootSuite has a public API where all of the documentation can be viewed at https://hootsuite.com/developers/api
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are various customisations ranging from user on-boarding, user access and permissions. Although the core Hootsuite Enterprise product is inherently the same, we can customize within the above categories. Customisation can be done through the API level and will be conducted with help from your account management team. User-level customization can be done on a ad-hoc basis within the dashboard.

Scaling

• Independence of resources: The Hootsuite dashboard is hosted by Amazon Web Services (AWS). AWS is known as a cloud service provider and enables thousands of companies to cost-effectively deliver services. AWS is used because it can provide not only security controls but enable rapid horizontal scaling, is highly performant, provides extreme redundancy and failover, all to ensure the service levels are met and the user experience seamless. Amazon Web Services (AWS) is one of the most secure cloud computing platforms available today. Detailed information may be found on the AWS website: http://aws.amazon.com/security/

Analytics

• Service usage metrics: Yes
• Metrics types: Login, authentication, signups, logouts, IP address
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Hootsuite

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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: 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
• 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: CSV, PDF, PPT Automated and on demand
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: PPT
• Data import formats: CSV

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)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: https://hootsuite.com/legal/enterprise-service-level-agreement Each of the Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, Hootsuite shall provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Hootsuite does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Hootsuite to meet the Service Availability SLA. Hootsuite will provide Customer with Standard Support 24 hours per day, 7 days per week in English and during regional business hours in additional officially supported languages for tickets submitted through http://hootsuite.com/help
• Approach to resilience: Procedures exist to provide for backup, offsite storage, restoration, and disaster recovery consistent with the entity’s defined system availability and related security policies.
• Outage reporting: Hootsuite endeavors to deliver social media management services to its customers that can be relied upon to be available at all times. This sample from our document outlines our policies and procedures for disaster recovery. Following notification, a thorough outage assessment is necessary to determine the extent of the disruption, any damage, and expected recovery time. This outage assessment is managed by the DRP team. http://status.hootsuite.com/ There is also an available API and email alerts.

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)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Hootsuite shall define access controls to networks, operating systems, and applications to prohibit unauthorized access, disclosure, duplication, modification, misuse, or loss through destruction or theft of information. Granting privileges to Hootsuite’s information shall have a legitimate business need for access. Hootsuite shall enable access monitoring to detect and warn of potential violations of access control policies and to establish an auditable record of activity for use in responding to information security incidents.
• Access restriction testing frequency: At least once a year
• Management access authentication: 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: At least 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: 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: Yes
• CSA STAR accreditation date: N/A
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Our CSA STAR assessment covers the Hootsuite Enterprise (dashboard) service.
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 2015
• What the PCI DSS doesn’t cover: Available on request
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ● FedRAMP Tailored Li-SaaS
  • ● SOC 2 Type II

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
• Information security policies and processes: Hootsuite has a full Information Security Policy available upon request. The information security policy is based on the ISO/IEC 27002:2013 standard for information security management. This standard provides a structured approach to identifying the broad spectrum of information security activities in the life cycle of information systems. The information security policy provides the framework for Hootsuite to establish policies and procedures necessary for the protection of information systems and information assets. The numeric references and integrity of ISO/IEC 27002:2013 includes the following 14 security areas: 1. Information security policies; 2. Organization of information security; 3. Human resource security; 4. Asset management; 5. Access control; 6. Cryptography; 7. Physical and environmental security; 8. Operations security; 9. Communications security; 10. System acquisition, development and maintenance; 11. Supplier relationships; 12. Information security incident management; 13. Information security aspects of business continuity management; and 14. Compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Procedures exist to provide that only authorized, tested, and documented changes are made to the system. All changes are logged and traceable to the individual responsible engineer.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: External penetration testing by an independent third party and is performed on an annual basis. The report is available to customers under NDA and upon request. In addition, Hootsuite performs our own internal pen-testing monthly. Our vulnerability program is a risk based methodology that reviews each vulnerability for likelihood and impact. Each vulnerability is risk ranked and prioritized for remediation. High rated vulnerability are remediated within 30 days (although usually less).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: A dedicated security and Operational/Engineering team is in place which monitors the operational security of our services. Tools (such as an Intrusion Detection System) are in place to ensure that we monitor the network for signs of compromise. In addition the dashboard is scanned regularly in both the staging and production environment to ensure that a vulnerability is not introduced.
• 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: Hootsuite has not had any previous data loss/breach. A dedicated security team is in place that monitors the environment and maintains the incident management process. 1. Appropriate collection of evidence. 2. Reporting information security events and weakness. 3. Management of information security incidents and improvements such as responsibilities and procedures, learning from information security incidents, and collection of evidence.

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

• Fighting climate change:

  Fighting climate change

  One of boxxe’s key values is to promote sustainability by investing in and protecting the environment through the creation of habitable and lasting workspaces and digital solutions. We monitor our whole supply chain through our annual review, monitor their commitment to becoming net zero before 2050, and ensure that our suppliers mirror our sustainability work. ; We have a carbon reduction plan in place which includes the below points: ; - Scope 1: Emissions from the use of oil for heating and hot water in our offices, and emissions from fuel used in our company vehicles.; - Scope 2: Emissions from our sub-metered electricity consumption in our offices and warehouse.; - Scope 3: Emissions associated with waste disposal, business travel, employee commuting, water supply, waste, upstream transportation and distribution and downstream transportation and distribution.; boxxe is carbon neutral across our sources of Scope 1 and 2 through purchasing EU ETC carbon allowances. By 2030, boxxe will be carbon neutral, achieving Net Zero across our entire business from supply chain to products.; Other methods used to deliver environmental benefits: ; - boxxe have a dedicated Sustainability Champion who monitors and manages our position on sustainability, including our B-Corporation application.; - In 2020, 59% of electricity we used was procured from renewable sources – a total of 324,680MWh. Our goal is to use only renewable energy by the end of Q2 2022.; - Promoting a circular economy with our partnerships with the Turing Trust and the TechData Trade-In service. Recycling hardware reduces the impact of IT on the environment,and conforms to WEEE regulations.; - ISO14001 certified to ensure our internal processes comply with all current and future environmental regulations. ; - We reuse or recycle as much of our waste possible (typically 99.5%). ; - Partnering with organisations who have a zero-landfill policy.
• Covid-19 recovery:

  Covid-19 recovery

  Utilising technology to its best, boxxe successfully implemented our Work From Anywhere policy. Because of this, we removed the requirement to commute to our offices and the geographical barriers to employment. Additionally, it means people with disabilities do not have to worry about working in an office on a daily basis. As a result, boxxe’s employment was unaffected by the COVID-19 restrictions, and no redundancies were made due to the pandemic. ; Since January 2020, boxxe have hired 106 new employees from around the UK, facilitated by the Work From Anywhere policy, supporting communities to recover from the impacts of COVID-19. Implementation of this policy made it possible for those who were shielding to gain employment without being office-based. Essential staff who were required within the office benefited from our sustainable travel solutions like Lift-Share scheme and Cycle to Work scheme. ; boxxe’s goal is to make technology human, and we work closely with our supply chain in the development and deployment of new technologies. As a result, boxxe can now deliver more solutions to G-Cloud customers remotely, which not only made it possible for boxxe to grow during the pandemic, but also helped us to support the growth of our clients, suppliers, and communities where they operate.; boxxe employees are given 5% of their time to spend on community support initiatives. Using some of this allowance boxxe will commit to G-Cloud clients interested in utilising our community hours. We will guide them through our internal process to utilise this time to the benefit of local communities. An example of this is our current work with York Cares who support chronically ill people getting back into employment, and York Mind. This has so far included gardening days, organising events for care homes, food bank donations and more.
• Tackling economic inequality:

  Tackling economic inequality

  Since the COVID-19 pandemic, boxxe successfully transitioned to be a ‘Work from Anywhere’ company meaning we now employ people from across the UK. Employees are given the option to work from the main office in York, or work remotely from their homes and are able to switch between the two. Having this option has opened up jobs and careers across the country and reduces the issue of geographic location being problematic when joining boxxe. Currently, 21% of our workforce are outside of a 50-mile radius from York; this is expected to increase through our proactive measures for recruitment.; In 2021, we launched our boxxe Evolve Apprenticeship scheme aimed at making the technology sector more inviting for women and directly address the gender imbalance boxxe noticed within our Service Desk team. Six women were hired to join our Service Desk as Service Desk Support Analysts. The Evolve program reduces the barriers to entering our industry by providing technical knowledge and training, as well as direct experience. Throughout the course of their apprenticeship, the Evolve Apprentices work towards the RITTech recognised Level 3 Information Communications Technician – Azure Cloud Support Specialist qualification. This qualification is suitable for people at the beginning of a technical support role and will develop their IT knowledge, giving them the skills to support people in their organisation. The skills gained from this qualification are transferable to other organisations within the IT industry.
• Equal opportunity:

  Equal opportunity

  boxxe are part of specific diversity-increasing groups, which focus on levelling the inequality of jobs in some areas. Our engagement with the Disability Confident scheme and Stonewall Diversity Champion scheme displays boxxe’s commitment to tackling workplace inequality.; Employees are required to complete annual Equality, Diversity, and Inclusion online training through iHASCO. The training includes aspects such as the Equality Act, discrimination, how to be an ally and how to ensure fair access to opportunities. Individual completion of training is monitored by our Learning and Development Manager. ; A group of employees carry out a Diversity, Equality, and Inclusion (DE&I) monthly group discussion around topics including mental health, gender biases, workplace diversity and how boxxe can continue to progress. This group brings together employees from across boxxe to discuss and plan companywide activities and initiatives in line with the CIPD DE&I calendar. ; boxxe utilises TeamTailor to anonymise applicants and force equality and diversity by making the recruitment process blind. This method increases diversity in ethnic and racial backgrounds, gender, sexuality, and socio-economic backgrounds, ensuring candidates are only judged on their experience and skills. ; As a silver accredited Armed Forces Covenant member, we work to help create employment opportunities for ex-service personnel and support staff members with training as military reservists. In signing this AFC pledge, we provide measures to make it easier for our employees to meet their service commitments, such as offering extra paid leave to attend annual training. ; boxxe has a zero tolerance policy to modern slavery. We are committed to ensuring there is no modern slavery in our business or our supply chain. Our policy reflects our commitment to acting ethically and with integrity in all business relationships, and to enforcing effective systems to ensure modern slavery is not taking place within our business or supply chains.
• Wellbeing:

  Wellbeing

  boxxe developed twenty-five (25) family policies for their staff to support their physical and mental wellbeing. The policies include extended maternity/paternity leave, flexible working, home working and many more. ; Our Work From Anywhere policy removes requirement to commute to the office daily and allows employees to choose whether they work from home, from the office, or both. This gives employees greater flexibility and allows them to maintain a better work-life balance by removing the stress of managing school runs, attending parent’s consultation meetings and other life events. boxxe’s H&S Officer ensures that all policies are being adhered to, especially in areas of our employee’s health when working from office or remotely. ; boxxers benefit from regular workshops to discuss and provide guidance on various aspects of work and life, for example those relating to finance, investment, money worries, wellbeing, diversity, career, yoga, dieting, stress management, hobbies and many more. boxxe invites external speakers to those sessions who provide specialists advice. boxxe also utilise various communication tools, like surveys for staff to identify other specialists’ areas which will bring benefit. ; Furthermore, boxxe give their employees a generous allowance of 5% of their time to be used to support local communities. This time can also be used leveraging individual skills and interests of our boxxers in supporting charitable organisations and initiatives. Some boxxers use their gardening skills to help upgrade sensory gardens at schools or organising events for schools and local communities. Allowing boxxers to use paid time to help communities has a positive impact on wellbeing and job satisfaction. ; Our Partner Management allows us to choose suppliers who are capable to match our engagement into staff wellbeing, therefore ensuring all our subcontractors in delivery of this framework contracts will be extension of boxxe.

Pricing

• Price: £716 to £123,786 a unit
• 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 peter.parsons@boxxe.com. Tell them what format you need. It will help if you say what assistive technology you use.