Ticketsolve

Ticketsolve

Ticketsolve is a comprehensive platform for ticketing, CRM, fundraising, marketing, memberships, and administration. For 17 years, we've been collaborating with over 360 arts, culture and heritage organisations to evolve our box office solution, increasing growth and organisational performance. Ticketsolve's passionate team is dedicated to continuously improving and delivering meaningful results.

Features

• Cloud based: access the system from anywhere
• Multiple sales channels: online, box office, phone and much more
• Support: Inclusive support 24/7 via phone, email and Zendesk
• Unlimited users can be setup on the system
• Reporting: In-depth, realtime reporting
• Marketing - calculate ROI, integrated email, in-depth reporting
• Membership module to drive customer loyalty
• Constantly evolving system
• User friendly and intuitive ticketing solution
• Design your own seating plans with our simple seating editor

Benefits

• Segment customers easily within the system
• Become a part of the 360+ Ticketsolve community
• Customers can easily add donations to their order
• Calculate ROI from your different marketing campaigns
• Create in-depth analysis reports easily and quickly
• Gain real-time analysis on every aspect of your ticketing operation
• Increase your online conversion rates
• Create multiple ticket allocations within each seating plan
• Take advantage of our seamless integration with Mailchimp
• Build customer loyalty using the membership module

£7,000 to £200,000 a unit

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

Framework

G-Cloud 14

Service ID

358890312324173

Contact

Nick Stevenson
01865 987 667
nstevenson@ticketsolve.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: None
• System requirements:
  • A minimum download speed of 1MB
  • Windows XP or later and Macs 2010 or later

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond to each request within the hour, with 95% of our queries addressed within the first 60 minutes.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Onsite support
• Support levels: Ticketsolve support is available 24 hours a day, 7 days a week. Our support team and support information is available by phone, email, help notes or via Zendesk. Our 24/7 support service is provided at no additional cost and has no limit to the number of users who can avail of the service. Our phone, email and online support platforms have an availability of 99% and our average response time for support tickets is less than an hour. We also offer additional support via our Customer Success Team, who provide training and support to help customers fully utilise the system, as well as offering guidance on best practices and industry trends. They also work with customers to identify areas for improvement and help them to implement solutions to optimise their use of the platform.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Ticketsolve was founded on the principles of collaboration, and our industry experts in the operations team will guide clients through every aspect of a successful box office migration, including marketing, audience development, business development, and box office sales. Our onboarding team will work closely with you to tailor the system to the specific needs of your organization, a process typically taking 12 weeks to complete, as a result of our 15+ years of experience onboarding over 345 customers. We understand that making the switch to a new system can be daunting, which is why we've put a lot of work into making our onboarding process as painless as possible by taking a client-focused approach designed to meet your unique requirements. This includes extensive training with everyone in your team that needs it, provision of training resources and webinars, support with designing your new box office systems, assistance with integrating all the necessary tools, full data migration handled by us with barely any downtime, and post-launch support from our team and our wider Ticketsolve community.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: We will ensure this is sent to the buyer in a series of CSV files upon request.
• End-of-contract process: In the event that the client does not wish to continue they will receive their entire data at the end of the contract. We will ensure they receive all their data in a series of CSV files upon request. This data can then be uploaded to a new ticketing/CRM provider if required.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
  • Windows Phone
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: More complex tasks such as building new seating plans are best done on a desktop.
• 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: Our API is an XML feed that allows the user to pull information directly from Ticketsolve to populate their website. The information that can be pulled from Ticketsolve includes, images, shows description, ticket prices, show titles plus much more.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The back end of the system cannot be customised. However, the front-end and customer journey can be customised so that the buyer can integrate Ticketsolve into their website and mirror organisation branding.

Scaling

• Independence of resources: We address this primarily through two points:; ; - Ensure that at any given time we have adequate spare capacity to deal with sudden spikes. Typically as a rule of thumb we ensure we have capacity to handle 4 times our average running capacity.; ; - Additionally, this capacity is spread over three independent stacks.; ; - Additionally, we maintain a queuing system which ensures any client going 'hot' is limited in the impact it can have on other customers. It does this by rate limiting the client in question,

Analytics

• Service usage metrics: Yes
• Metrics types: One of Ticketsolve’s strengths is the comprehensive reporting offered to our customers. Our reporting suite is client-focused and provides an unparalleled depth of analysis. This includes a complete set of financial reports available online and in real time that are available from the ticketing system. Reports can be run across a date or an event span such as weekly, monthly or seasonally.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users own 100% of the data within Ticketsolve. The data can be exported via CSV files through the system or they can contact the support team to do this on their behalf.
• 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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We have a guaranteed up time of 99.98%. More detail can be found in the Service Definition Document.
• Approach to resilience: Available on Request
• Outage reporting: In the rare situation where there is a service outage we take the following steps:; ; All internal customer support personnel are notified through automated email alerts.; We update our status page on our website.; A prompt email is sent to all customers detailing the issue.; Constant progress updates are communicated to all customers.; Once issue is resolved this is then communicated to all customers.; We then complete a full investiagtion of the root cause of the outage and full outage report is sent to all customers.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Ticketsolve users have a roles based approach which ensures users only have the relevant access appropriate to their role.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: QSA Company: 3B Data Security
• PCI DSS accreditation date: September 2022
• What the PCI DSS doesn’t cover: The ROC report and AOC show that we are compliant with all applicable requirements for SAQ A for service providers.
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: PCI DSS; Cyber Essentials
• Information security policies and processes: Our security policy is largely derived from our adherence to the latest PCI DSS requirements.; ; These policies and procedures are audited yearly by an external auditor and an Attestation of Compliance is available on request.; ; The policies themselves cover:; ; - User management procedures; - Service provider compliance validation; - Security configurations standards for servers; - Data retention and storage procedures; - Detailed Incident response plan in case of security incident; ; The roles and responsibilities for the team are outlined in the Security Policy with ultimate responsibility for ensuring adherence lying with the CEO.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: We use Git and Github for managing configuration and change management of our system.; ; At an application level all changes to the system are managed through individual change requests backed up by pull requests and packaged into bundles using milestones.; ; As part of this process all pull requests have to go through a code review process that includes a security review.; ; Chef, is used to manage all system and infrastructure management for our servers. The cookbooks behind this are similarly managed through the same process.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: - We monitor CVE disclosure lists for all components of our system; - Each CVE is reviewed for risk and relevancy; - Where a risk is deemed critical we use Chef to provision and deploy these changes immediately; - Where risk is deemed acceptable these changes are addressed in the next regular deploy
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have a number of automated services in place monitoring for security issues:; ; - General monitoring through scout of all aspects of the system from infrastructure to application; - An active monitoring of critical components of the system for any tampering though rkhunter.; - Regular virus scans through Clam AV; - All active logins are monitored and reported to sysadmin group.; - Quarterly ASV scan of all servers as part of our PCI DSS compliance; ; Any incidents would be dealt immediately though our Incidence Response plan which is part of our Security Policies and Procedures.
• Incident management type: Supplier-defined controls
• Incident management approach: The Ticketsolve incident response plan is based on an industry standard incident response framework consisting of the seven phases; ; - Preparation; - Identification; - Assessment; - Containment; - Eradication; - Recovery; - Follow-up/Lessons Learned; ; These seven phases are outlined in more detail in our "Incident Response Plan" policy document,

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: Yes
• Connected networks: Public Services Network (PSN)

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Equal opportunity

  Fighting climate change

  Ticketsolve is committed to being a climate-friendly company and reducing its carbon footprint. We have registered our carbon footprint and are working with Carbon Trust to offset our emissions. Internally, we have implemented initiatives like moving to a paperless office, encouraging employees to use public transportation or carpool, energy-efficient systems, and reducing paper usage.; ; In 2018, we launched our "Culture Change for Climate Change" initiative, which focuses on promoting sustainability within our company and the wider community. This initiative is built on five pillars: Internal Operations, External Suppliers & Partners, Awareness, Offsetting, and Monitoring and Reporting.; ; Under Internal Operations, we have replaced single-use products with reusable alternatives and implemented energy-efficient systems. For Supply Chain Management, we work closely with suppliers, requiring them to adhere to sustainability standards and conducting sustainability assessments.; ; Through Awareness Raising and Best Practice Sharing, we provide training and resources to help our clients reduce their carbon footprint and encourage them to adopt sustainable practices. Our new website, launched in February 2022, was built with sustainability in mind, working closely with our web developers.; ; Where we cannot reduce our carbon footprint through internal initiatives or supplier engagement, we offset our emissions through verified carbon offset projects. Finally, we continuously monitor and report on our carbon footprint and progress towards our net zero carbon target, allowing us to identify areas for improvement and track our progress.

  Covid-19 recovery

  Ticketsolve is embarking on a 3-year project in partnership with the Irish Research Council. Our project focuses on the sustainability of the Creative Industries by addressing innovative and agile practices. The aims of the project focus on how data can support theatres, arts organisations, museums and galleries within times of crises and uncertainty make more informed decision-making. The project began in September 2021 and we are and will continue to collaborate and disseminate outcomes with the Ticketsolve Community and the wider sector.

  Equal opportunity

  Ticketsolve Limited is committed to promoting equality, diversity, and eliminating unlawful discrimination among its workforce and customers. The aim is for the workforce to represent all sections of society and for each employee to feel respected and able to perform their best.; The policy prohibits unlawful discrimination based on age, disability, gender reassignment, marriage/civil partnership, pregnancy/maternity, race, religion/belief, sex, and sexual orientation. It opposes all forms of unlawful discrimination in employment practices like recruitment, promotion, training, dismissal, and flexible working requests.; Ticketsolve commits to making reasonable adjustments for disabled employees, creating a harassment-free environment that values individual differences, and providing equal opportunities for training and career development based on merit. Bullying, harassment, victimization, and unlawful discrimination will be treated as misconduct.; All employees are responsible for preventing discrimination and can be liable for acts of bullying, harassment, etc. against colleagues, customers or the public. Complaints will be taken seriously and dealt with through grievance/disciplinary procedures.; Employment practices will be reviewed regularly to ensure fairness and compliance with the law. Workforce diversity data will be monitored regarding age, gender, ethnicity, sexual orientation, religion, and disability to assess if the equality policy is effective.

Pricing

• Price: £7,000 to £200,000 a unit
• 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 nstevenson@ticketsolve.com. Tell them what format you need. It will help if you say what assistive technology you use.