Remarkable

Sitecore CDP

Sitecore CDP is a fully managed SaaS service that enables organisations to collect, unify, and manage customer data from multiple sources. It supports creation of customer profiles and data-driven insights through configuration and APIs, without customers managing underlying infrastructure.

Features

• Customer data ingestion from multiple digital sources
• Unified customer profile creation and management
• Configurable data ingestion and processing pipelines
• Configurable audience and segment definition
• API access for data ingestion and retrieval
• Integration with Sitecore digital experience services
• Role-based access controls for platform users
• Web-based interface for configuration and monitoring
• Support for consent-aware data handling configurations
• Fully managed cloud-based SaaS delivery

Benefits

• Provides a unified view of customer data
• Improves understanding of customer behaviour and interactions
• Supports more informed campaign and engagement decisions
• Reduces data silos across digital services
• Enables consistent use of customer data across platforms
• Improves data governance and access control
• Scales customer data management without infrastructure overhead
• Supports compliant handling of customer data
• Simplifies integration with digital experience services
• Enhances data-driven decision making across organisations

• 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 paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

328526685221427

Contact

Paul Stephen
07785 523033
paul@remarkable.global

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes
• What software services is the service an extension to: Sitecore XM Cloud and Sitecore Personalize.
• Cloud deployment model: Public cloud
• Service constraints: Yes. The service is delivered as a fully managed Software-as-a-Service solution. Buyers do not deploy or manage the underlying infrastructure. Functionality is provided through configuration, supported integrations, and APIs rather than bespoke custom development. Use of the service requires internet connectivity and a supported web browser. Integration with third-party systems depends on their availability and compatibility
• System requirements:
  • Internet connectivity for accessing the cloud-hosted service
  • Supported modern web browser for user access
  • Secure network connectivity for API integrations
  • Valid user credentials with appropriate permissions
  • JavaScript enabled in the web browser
  • HTTPS/TLS-enabled connections for all access
  • Supported identity provider for federated authentication (optional)
  • Compatible data sources for ingestion and integration
  • Access to Sitecore services where integrations are required
  • No local software installation or infrastructure required

User support

• Email or online ticketing support: Yes
• Support response times: Support queries are acknowledged within one business day. Response times may vary depending on the nature and priority of the request.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: No
• Web chat support: No
• Onsite support: No
• Support levels: Support is provided through email and online ticketing during standard business hours. Requests are triaged and prioritised based on severity and impact. Escalation to the original software supplier is managed where required. A dedicated technical account manager is not provided as standard.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Users are supported through a structured onboarding process that includes account setup, initial configuration guidance, and access to supplier documentation. Support is provided via email or online ticketing to assist with configuration, integration, and best-practice use of the service. No on-premise installation is required.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users can export their data using the service’s supported data export tools and APIs. Data can be extracted in commonly used formats prior to service termination. Support is provided to assist with data export requests during offboarding, subject to contractual terms and access permissions.
• End-of-contract process: At the end of the contract, user access to the service is terminated. Buyers are given the opportunity to export their data using supported tools and APIs prior to termination. After the agreed offboarding period, customer data is securely deleted in accordance with the supplier’s data retention and deletion policies.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Yes. The service provides a web-based user interface for configuration, data management, and reporting, accessible through supported web browsers.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: The service interface follows accessibility best practices and is designed to meet WCAG 2.2 AA standards. Accessibility is supported through platform-level testing and validation by the software provider, including keyboard navigation and screen reader compatibility. No bespoke assistive technology user testing has been conducted by the reseller.
• API: Yes
• What users can and can't do using the API: Users can:; ; Ingest customer data from approved sources; Retrieve customer profile and audience data; Access supported segmentation and data outputs; Integrate customer data with other Sitecore services; Export customer data using supported endpoints; ; Users can’t:; ; Manage or modify the underlying platform infrastructure; Bypass authentication, authorisation, or data governance controls; Perform real-time experience personalisation or decisioning; Create bespoke functionality outside supported APIs; Directly access or alter core service components
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: How:; Customisation is carried out through configuration within the service interface and supported APIs.; ; What:; Users can configure data ingestion sources, data models, segmentation rules, access controls, and integrations with other Optimizely services.; ; By whom:; Customisation can be performed by authorised buyer users or approved third parties acting on the buyer’s behalf. Bespoke changes to the underlying platform are not supported.

Scaling

• Independence of resources: The service is delivered as a multi-tenant SaaS platform with capacity management, isolation controls, and monitoring managed by the software supplier. Usage controls and scaling mechanisms are applied to help ensure fair use and maintain service performance across customers.

Analytics

• Service usage metrics: Yes
• Metrics types: The service provides usage and operational metrics through the service interface and reporting features, allowing authorised users to view activity such as data ingestion, processing, and service usage.
• Reporting types:
  • API access
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Sitecore

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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 4.0)
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Users can export their data using the service’s supported data export tools and APIs. Data exports can be performed by authorised users prior to contract termination, subject to access permissions and configuration. Support is available to assist with data export requests during offboarding.
• Data export formats: CSV
• 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 service is provided as a cloud-based, multi-tenant SaaS platform operated by the software supplier. Availability is managed and monitored by the supplier in line with its standard service commitments. No bespoke availability guarantees are provided by the reseller. Planned maintenance and unplanned incidents are managed in accordance with the supplier’s operational processes.
• Approach to resilience: The service is delivered as a cloud-based, multi-tenant SaaS platform operated by the software supplier. Resilience is achieved through redundant infrastructure, automated monitoring, and managed backup and recovery processes. Capacity management and fault tolerance mechanisms are used to reduce the impact of component failures and support continued service operation.
• Outage reporting: Service outages and significant incidents are monitored by the software supplier and communicated through service status notifications and support channels. Buyers are informed of relevant outages through published service updates and, where appropriate, through support communications managed by the reseller.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Access to management interfaces is restricted to authenticated users with assigned roles and permissions. Role-based access controls are used to limit visibility and actions based on user responsibilities. Authentication mechanisms include username and password credentials, with support for multi-factor authentication and identity federation where configured.; ; Access to support channels is restricted to authorised buyer users and approved third parties acting on the buyer’s behalf. Support requests are logged through controlled email or ticketing systems, and access is managed through user permissions and verification procedures to prevent unauthorised access.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users receive audit information on a regular basis
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Information security policies and processes followed; ; The service follows documented information security policies and processes managed by the software supplier, aligned with recognised standards such as ISO/IEC 27001. These include access control, secure development practices, vulnerability management, incident response, data protection, and regular security reviews. The reseller follows supporting internal security policies appropriate to its role.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Configuration and change management for the core platform is controlled by the software supplier using formal change processes, including assessment, testing, approval, and controlled deployment. Platform changes are planned, versioned, and monitored to minimise service disruption.; ; Customer-specific configuration changes are managed through controlled configuration processes by authorised users or the reseller. Changes are documented, reviewed, and applied in line with agreed procedures. Where relevant, users are informed of significant changes or planned maintenance.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management for the core platform is handled by the software supplier using documented processes that include vulnerability identification, risk assessment, prioritisation, and remediation. This includes regular security scanning, patching, and updates to address identified issues.; ; The reseller supports this process by monitoring security advisories, applying relevant configuration changes, and coordinating with the supplier where vulnerabilities or security concerns are identified. Critical issues are prioritised and addressed in line with the supplier’s security response processes.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Protective monitoring for the core platform is managed by the software supplier using documented security monitoring processes. These include continuous monitoring of system activity, centralised logging, automated alerting, and investigation of anomalous or suspicious behaviour. Security events are assessed and responded to in line with defined incident management procedures.; ; The reseller supports this approach by monitoring relevant service notifications, coordinating with the supplier where security issues are identified, and ensuring appropriate actions are taken for customer-specific configurations. Monitoring activities are designed to support the confidentiality, integrity, and availability of customer data.
• Incident management type: Supplier-defined controls
• Incident management approach: Incident management for the core platform is operated by the software supplier using documented processes that cover detection, classification, prioritisation, investigation, resolution, and post-incident review. Security and service incidents are monitored and assessed to minimise impact and restore normal service operation.; ; The reseller supports this process by acting as a point of contact for buyers, coordinating escalation with the supplier where required, and communicating relevant updates to users. Incidents are logged, tracked, and reviewed to support continuous improvement.
• Post-quantum cryptography secure: Yes

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 5%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Tuesday 6 February 2024
• What the ISO/IEC 27001 doesn’t cover: The supplier’s ISO/IEC 27001 certification covers the information security management system (ISMS) operated by the supplier, including people, processes, and systems under the supplier’s direct control.; ; The certification does not extend to the underlying cloud infrastructure or SaaS platforms operated by third-party providers (such as Optimizely or Sitecore), which are outside the supplier’s operational control. Those platforms are covered by their own independently audited security certifications and controls.; ; ISO/IEC 27001 certification does not guarantee the absolute prevention of all security incidents, nor does it cover customer-managed configurations, end-user devices, or security controls implemented solely by the customer. Responsibilities are shared in accordance with the service delivery model and contractual arrangements.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 8e128f4d-1cde-4b93-9caf-a916149b04c3
• 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: No

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • 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
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • 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
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • 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
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • 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
    • How these flow down the supply chain and are monitored Illustrative examples include reporting, site visits, audits, etc.
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

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 paul@remarkable.global. Tell them what format you need. It will help if you say what assistive technology you use.