Hodfords Solutions Ltd

Vanberra

Vanberra is a comprehensive CRM solution & reviews management system
designed by Hodfords. This platform empowers businesses to
efficiently handle their Customer Data and their online reputation. Utilising the latest in AI and customisation Vanberra is perfect for everyone.

Features

• Web app
• Customisable
• APIs allow for connections with 3rd party providers
• Automated Responses to Reviews using AI
• Real-time notifications
• AI-powered insights
• Customer trend reporting done automatically

Benefits

• Accessible via the internet
• AI reduces amount of work required
• Improves efficiency
• Saves time & resources
• Easy personalisation
• Easy to use

£6,000 to £30,000 a unit a year

• 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 charlotte.ford@hodfords.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

348002748500935

Contact

Charlotte Ford
07427492109
charlotte.ford@hodfords.com

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: The reviews are linked with places like Booking.com etc to pull into the Vanberra platform
• Cloud deployment model: Private cloud
• Service constraints: Currently, we only support the website on computers; mobile support is not available yet, but it is part of our future plans.
• System requirements: Internet Access

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: P Scale (P1 - Critical e.g. solution not working at all. P4 - Minor bug. e.g. Back button not working properly for one user); P1 - we will respond to in 1 hour. ; P2 - we will respond to in 4 hours. ; P3 - We will respond to in 6 hours. ; P4 - We will respond to in 1 working day.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use automated accessibility testing like; Site improve, Axe, Tenon and more and ensure our web chat functionality meets WCAG 2.1AA
• Onsite support: Yes, at extra cost
• Support levels: All of our support levels use the Mckinsey P scale for incidents. You will always have an account manager; ; Our Basic Support - covers Monday - Friday 8am - 5pm UK time. This is included. ; ; We then have a Silver support which also covers the weekends which is an extra cost as shown in the pricing. ; ; Then we have Gold Support which is 24/7 available support
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Vanberra has been developed based on the Government service standards and with that in mind the Interface is discoverable, learnable, usable for people with a reading age of 10+ years. Contextual help is provided however, no formal training documentation exists as is not required due to ease of use.
• Service documentation: No
• End-of-contract data extraction: We can provide a data extract in an agreed format typically a CSV or Txt.
• End-of-contract process: Included is a handover of data and a shutdown of access to the platform. ; ; Additional charges for elongated handover periods or migrations to different systems or data archiving. Or continued support.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: A typical web service offering that provides a service interface for managing various tasks or resources within Vanberra, generally includes a range of functionalities designed to facilitate smooth operations and user interactions in line with the desired outcome.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: We use automated accessibility testing like; Site improve, Axe, Tenon and more
• API: No
• Customisation available: Yes
• Description of customisation: The basic CRM can be customised to carry out a number of functions, including but not limited to: Processing payments, Events Management, Sending and Storing Emails, Banding and more.; ; The Review Management solution can also be branded and customised in that you can train the AI to speak as you would using brand language and you can correct & edit certain phrases.

Scaling

• Independence of resources: Our platform is built on scalable cloud infrastructure, allowing us to dynamically allocate resources such as CPU, memory, and storage to accommodate varying workloads. This ensures smooth performance even during peak usage periods. ; We implement load-balancing techniques to distribute incoming requests evenly across multiple servers. This prevents any single server from becoming overwhelmed and ensures that users experience consistent performance.; We also like to use redundancy architecture where possible too.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Developed Vetting (DV)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: We typically do not hold any physical data. If we are required to, we will work with our clients to ensure we meet their data protection standards at rest.
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: They can export via the platform using a CSV download. Use case and customisation means this can be adjusted based on user needs.
• Data export formats:
  • CSV
  • ODF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • 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: Dependent on the SLA in place with the client. Each client has different requirements and we can offer up to 99.99% uptime should that be required. ; ; If we don't manage to meet the agreed uptime as stated in the SLAs with our clients we will carry out the agreed remedies as agreed in the SLA.
• Approach to resilience: Available on request.
• Outage reporting: We use standard monitoring tools for service management so whatever we have agreed to use with our clients to report we will. Typically we use; Grafana and Kabana but we have flexibility for our clients.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Role based access controls for larger companies. Small start ups don't require this feature typically.
• 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: No audit information available
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: BSI
• ISO/IEC 27001 accreditation date: 24/04/2024
• What the ISO/IEC 27001 doesn’t cover: Clients systems and 3rd party integrations.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: ISO270001

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use JIRA to track all configuration and change management across all of our platforms and projects.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We have monitoring set up as part of our build pipeline - we use a number of different security and penetration testing tools as standard. Our DevOps team continuously monitoring & patching services as required to protect against vulnerabilities.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Available on request
• Incident management type: Supplier-defined controls
• Incident management approach: Support desk for reporting incidents. ; ; Incidents reported and responded too as agreed in each clients personalised SLAs.

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

  Equal opportunity

  Equal opportunity

  We have signed up to work with Vocate, a Sussex based organisation that creates apprenticeship opportunities. They, like us, believe in the equity of access these schemes provide and are supportive of our desire to offer an ever increase breadth and range to the alternative to traditional tertiary education

Pricing

• Price: £6,000 to £30,000 a unit a year
• Discount for educational organisations: Yes
• 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 charlotte.ford@hodfords.com. Tell them what format you need. It will help if you say what assistive technology you use.