Brandwatch

Brandwatch One: social media monitoring, customer engagement and management solution

Brandwatch One is a full-suite social media monitoring, social media listening, media analytics and customer engagement solution. Using the most comprehensive social insights and data customisation, we allow businesses a one stop shop for social media data, including streamlined workflows to allow companies to take effective action.

Features

• Unlimited Social Media Channels Connections, full service social media management
• Highest form of partnership with the social media networks
• Real-time reporting on paid data, owned data and competitor data
• Ability to respond to social media engagements across all networks
• Dedicated Customer Success Manager + Account Manager, Onboarding and training
• Unlimited mentions in relation to Keyword Tracking for Social Listening
• Historical data to 2010 including unsolicited data & consumer conversation
• Full Twitter Data (firehose) coverage back to 2007
• Multilingual coverage (44 languages) with sentiment analysis & emotional analysis
• Fully customisable dashboards with extensive machine learning & AI capabilities

Benefits

• Manage and Publish content across multiple channels and Divisions
• Provides real-time social data for insightful social analytics, customer analysis
• Measure competitors social media performance and improve business analytics
• Find key influencers talking about your department and initiative/campaign
• Increase collaboration across teams and departments within your organisation
• Understand consumer sentiment / sentiment analysis and improve customer service
• Ensure every social media engagement is responded to in real-time
• Real time up to date trend monitoring & crisis management
• Maximises ROI of social marketing
• Gain early warning of emerging crises for PR management

£18,000 a unit a year

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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

Framework

G-Cloud 13

Service ID

402560000678825

Contact

Calum Wright
07307601156
calum@brandwatch.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: Brandwatch One offers a breadth of services within the one offering. Within the different packages, we have options for adding Influencer marketing and campaign tracking through Paladin, along with competitor benchmarking analytics through Falcon Benchmark.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Brandwatch/Falcon is bound by what the social media network API's allow for. For the monitoring service, we're only allowed to collect pubicly available data. Companies must have an active internet connection to access the system and an active email address. Access to web browser is required, Google Chrome or Mozilla Firefox recommended. ; Service is available 24/7.; There are no other restrictions.
• System requirements:
  • Active Internet Connection
  • Access to web browser, Google Chrome or Mozilla Firefox recommended

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We have a multiple different support channels. Our in-app support agents are available 24/7 and have a response rate of under a few minutes. Our customer success team are available for support/training related engagements from Monday-Friday. We have different SLA's depending on the package. For our PRO customers, the SLA is 8 hours and for the PREMIUM customers it's 1 hour.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: - Support available 27x7x365 via website/phone; - Text is readable through screen readers; - Does not disrupt or disable activated features of other products that are identified as accessibility features; - At least one mode of operation that does not require user vision is; provided, or support for Assistive Technology; - No time-based responses required; - No image/audio/video inputs
• Web chat accessibility testing: None
• Onsite support: Yes, at extra cost
• Support levels: Brandwatch support comes in a variety of options, technical support is included in all packages and other levels of support are offered as additional services. Free support includes access to a Dedicated Account Manager, our Support & Technical Support teams and access to a wide variety of online resources including our interactive Help Centre. Paid for support comes in the form of bespoke training packages, professional services hours and consultancy services.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Brandwatch will always propose a bespoke onboarding service based a specific client's needs. We follow a customer success methodology when onboarding a client, with each element of the process aligned to deliver maximum value in the shortest time. Elements include kick off meetings, quarterly review meetnings, onsite (where purcahsed) and online training, professional services setup and ongoing account management.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Online
  • PowerPoint
  • Email
• End-of-contract data extraction: Prior to termination of service, clients are free to download their data out of the platform if required.
• End-of-contract process: All subscriptions are subject to a 30-day notice period. We ask our clients to submit notification in writing to their Account Manager. ; As soon as the notice period has expired, your account will be deactivated and can no longer be accessed. ; Brandwatch subscriptions are paid for in adavnce and therefore there are no additional costs for offboarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Brandwatch provides a SaaS solution with both a mobile and desktop option. Brandwatch/Falcon.io offers three mobile applications for on-the-go access to our platform:; ; The Hub app allows for final approval for Instagram carousel and story publishing.; ; Quick Publish allows content creators and social media editors to post to their channels while away from their stationary devices. ; ; Engage is the mobile version of the web platform’s Engage section. It offers all the most important features such as responding, liking, retweeting, marking as read, assigning to colleagues and receiving assignments.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Brandwatch displays your data in a clean, professional and easy to read interface, in the form of a series of dashboards. It provides a number of automated dashboard and wizards to help users quickly make sense of their data. A dashboard consists of a series of tabs, and each tab contains one or more components such as charts, graphs, tables and word clouds etc. Once a dashboard is generated, it can be used as-is, or a user can choose customise the layout and dashboard content.
• Accessibility standards: None or don’t know
• Description of accessibility: The Brandwatch application is compatible with Google Chrome Web applications. For example, users who have a sight impediment care are able to install ChromVox plug in ( a screen reader app) and this will work with the Brandwatch app platform. All user can access our platform using an active internet connection and most web browsers.
• Accessibility testing: No testing with users of assistive technology has been completed to date.
• API: Yes
• What users can and can't do using the API: Brandwatch has a RESTful API that allows you to access all your data, metadata and metrics available within Brandwatch Analytics. Our API provides HATEOAS links for internal navigation, making it simple, quick and easy to use. The Brandwatch API allows you to export data to create custom reports.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: The Platform is highly customisable to the users. Searches and data collection are defined by the user in a completely customisable search interface. The dashboard functionality is also highly customisable, with a range of building options that clients have access to. From an engagement standpoint, users can configure customisation feeds to filter in/out engagement types and messages across channels. All other features such as alerts are also customisable.

Scaling

• Independence of resources: The Brandwatch service utilises cutting edge hardware and load balances multiple instances across all of our services. For periods of high usage we distribute load across many machines.

Analytics

• Service usage metrics: Yes
• Metrics types: Mention count. Impressions. Retweets. Shares. Likes. Comments. Reach. Metrics are also completely user defined with our customisable rules engine which allows the user to set the criteria which they want data categorised. Service usage metrics can include volume and frequency of individual logins, volume of mentions stored, and usage of key functions such as the creation of queries, dashboards, rules, tags, categories, alerts & signals. Volume of support tickets raised and time to response can also be provided by the Support team. We also have service metrics associated to volume of engagements responded to, reviewed, handled by and messages sent.
• Reporting types:
  • API access
  • 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:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• 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 another standard
  • Other
• Other data at rest protection approach: Physical security controls: The data centres are manned 24x7 with secure perimeter, biometric security, CCTV monitoring and offsite storage, and Brandwatch has fully owned dedicated systems housed in locked racks. Production environment is segregated from other systems and Remote access is only permitted from trusted sources following a multi-factor authentication and authorisation process. ; Brandwatch does not permit access to systems or data by third parties or sub-contractors, and any system maintenance will be supervised.
• Data sanitisation process: Yes
• Data sanitisation type: Explicit overwriting of storage before reallocation
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: All data can be downloaded from the Brandwatch platform by the user. Data download formats can include Excel, CSV, JPG, Shared online link for dashboard and PNG. In addition, users are able to download data in the form of PPt reports. All data exporting can be achieved at the click of a button within the platform by any user.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XLS
  • JPEG
  • PDF
  • Ppt
  • PNG
  • Shared URL link
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Raw data can be exported in the standard Excel format
  • Charts and Graphs can be exported in Jpg
  • Charts and graphs can be exported in Png
  • Automated reports are exported in PDF
  • Dashboard Downloads are in PPt format

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: We use Secure Socket Layer (SSL) to encrypt all of the customer’s authentication Information transmitted (in transit) between ourselves and the customer. We do not allow any unencrypted access to the customer’s information. We use an SSL certificate issued by a trusted root certificate authority.
• Data protection within supplier network: Other
• Other protection within supplier network: Within this network, hardened systems are segregated into zones, with only approved traffic flows permitted between zones or systems. Admin access is restricted and controlled by multi-factor authentication. Any data that leaves our trusted network environment must have encryption, typically through HTTPS (TLS). Within our trusted network, application access remains protected by HTTPS and secure protocols are widely used, but are not mandatory unless credentials are included. We also have extensive monitoring capabilities and this helps detect anomalous traffic and other issues.

Availability and resilience

• Guaranteed availability: Brandwatch publishes support and availability SLAs on our website. ; Currently, this is for 99.5% over any calendar month excluding our regular scheduled maintenance window. ; ; Brandwatch exceeded Service availability SLAs during every month in 2020.
• Approach to resilience: Brandwatch has a Primary and Secondary datacentre coupled with a system architecture that avoids single points of failure. This arrangement helps maintain service availability during major infrastructure changes or incidents. We have a business continuity policy, but currently a business continuity plan has not been developed for falcon.io. More details can be found about mitigating controls and plans in the SOC 2 report. Brandwatch Business Continuity/Disaster Recovery requirements include annual testing for each system component so we are prepared to act if the worst happens. If a pandemic or other scenario affects one of our office locations, we have the capability to maintain operations remotely or from other offices.
• Outage reporting: We endeavour to give at least two days notice for scheduled maintenance, and information is provided through an in-app notifications interface. For legacy Falcon, We guarantee a 99.5% uptime.; ; We have a public facing status-page allowing customers to track issues.; ; We have full backup and restoration capabilities.; ; We work on customer impacting issues with no undue delay and maintain 24/7 on-call staff ensuring availability.; Application monitoring automatically alerts internal stakeholders to performance or availability issues. For service impacting incidents and unplanned outages, we would post a status message using channels such as Twitter. If services are unavailable for an extended period we would invoke our critical incident management process, which includes direct notification to 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: Client Administrators are tagged with their organisation identity, and unable to access and other client data.; Brandwatch Support teams have Two Factor authentication for access to administrative functions. Monthly reviews of admin users ensure this is correctly allocated and our Leaver process ensures that accounts are immediately disabled and access tokens retrieved.; Out of band or back-end System access is strictly limited to operational roles following senior management approval.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: Yes
• Who accredited the ISO/IEC 27001: Bsi Assurance UK Ltd.
• ISO/IEC 27001 accreditation date: 19/02/2015
• What the ISO/IEC 27001 doesn’t cover: All Annex A controls are Applicable. The ISO27001 certification is for the Brandwatch Applications and services delivered to our customers and the supporting process. Internal operations and business process may not be formally covered by certification, but security policies and procedures are applied to all parts of the business, regardless.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• 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: Brandwatch maintains a comprehensive security programme to support regulatory compliance, preserve customer trust, and safeguard the security, privacy, confidentiality, integrity, and availability of systems processing confidential information. The Brandwatch security team is staffed by dedicated professionals reporting directly to executive management and our board of directors. All Brandwatch products are ISO 27001:2013 certified. We engage a third party to audit our adherence to these standards at least annually. ; ; We currently have the following policies in place. Please note that we do not share internal policies with customers. We can share only the Table of Content (TOC) for each policy upon request.; Access Control Policy; Asset Management Policy; Brandwatch Enterprise Risk Management Policy and Procedure Policy; Bring Your Own Device Policy; Cryptography and Communications Policy; Disaster Recovery and Business Continuity Policy; Document Retention Policy; Human Resource Security Policy; Incident Management and Response Policy; Information Security Classification and Handling Guidelines Policy; Information Security Objectives Policy; Information Security Policy; Malware Protection Policy; Media and Data Disposal Policy; Operations Security Policy; Physical Security Policy; Remote Working Policy; Roles and Responsibilities Policy; Scope of the ISMS Policy; Supplier and Partner Relationship Policy; Vulnerability Management Policy

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Brandwatch adopts a centralised management approach, with regular automated updates and checks to ensure all systems are correctly configured. Change management - application code changes are released twice monthly. Brandwatch has a 4 week development cycle which includes 2 weeks of QA and other testing, following peer review and management approval. Infrastructure and system changes that may affect live systems take place during maintenance window.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Strategy is to minimise exposure to vulnerabilities through system design and configuration, patch critical vulnerabilities as soon as possible and make other updates during regular maintenance.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Monitoring occurs through various layers of automated tools, manual system reviews and internal audits. Cision’s Security Monitoring, Incident and Response Policy establishes the standards for monitoring internal controls. It also addresses protocols for responding to a security breach. ; System logs aggregation from Falcon’s infrastructure platform on AWS and GCP and integrated with Cision’s global NOC. If anomalous activity is detected, NOC creates a ticket to escalate and resolve the issue. In addition to Falcon’s infrastructure monitoring, IT general control and network security events are monitored through the global NOC. Exceptions are escalated to the proper business line or security team.
• Incident management type: Supplier-defined controls
• Incident management approach: Brandwatch has advanced monitoring of applications for performance and attacks. We use automated alerting and dashboards to identify anomalies and required actions. Centralised logging allows us to correlate events and protect audit data. We follow our internal Security Incident Response policy and procedures for handling of security incidents. Brandwatch provides 2 key ways of addressing issues. A status page (https://falcon.statuspage.io/) is available to evaluate the current operational status. Customers are provided with an email address to inquire about support requests to support@falcon.io. We communicate confirmed security breaches to affected customers within 24 hours, with no undue delay.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  As a successful, global company Brandwatch has not just the opportunity, but also the responsibility, to set the agenda on environmental sustainability in our sector. People are at the core of Brandwatch’s success, so it is hugely important Brandwatch makes efforts to care about the planet on which its staff lives. The committee’s goals are to:; -Promote greener decision-making by all employees, through awareness-raising activities and the presentation of compelling data; -Create cultural change across the organisation by involving all staff in sourcing and implementing green initiatives. We've ran 3 intiatives since Summer 2021. ; -Embed sustainability as a key Brandwatch value (This is measured and initiated through our slack channel to keep awareness high). ; ; Here are some of 2021´s Green Committee key 2021 achievements so you can feel inspired to join and make things happen:; -Educating staff on green finance and managing food waste (recordings available to those with access to LinkedIn Learning); -Organising fun litter pick events for Earth Day and World Cleanup Day. We ran a beach clean from 4-6pm today and provided a prize for most rubbish collected. ; -Raising $1,000+ for the Malala Fund charity just by adding the option of a charity donation to staff offered company perks such as Amazon or UberEats vouchers.; -Supporting staff in our community Slack/Teams groups and via monthly newsletters to be greener individuals at home and in the workplace.; -Offsetting our entire 2018 carbon footprint; -Raising over $8K for Australian bushfire relief funds; -Inviting Bruce Daisley to talk to our staff about Al Gore’s Climate Reality message
• Covid-19 recovery:

  Covid-19 recovery

  Brandwatch as a company has sought to ease the burden on those industries most affected by the Covid-19 by allowing free short term subscription for all NHS affiliated divisions. These divisions were able to get access to Brandwatch and use our customer engagement, publishing and reporting capabilities. We also provided a lot of free reporting around consumer concerns, changes and priorities related to Covid 19. More can be found: https://www.brandwatch.com/cv19-resources/
• Equal opportunity:

  Equal opportunity

  Brandwatch is no exception to companies which need to improve on diversity, equal opportunity and inclusion. Here’s where we are and what we’re doing about it. Our US offices are less diverse across identities such as race and socioeconomic background than the cities in which they operate.; ; This is why we are working with diversity recruitment partners, like People of Color in Tech, to increase representation across our US offices. Our UK offices are also less diverse across identities like race and socioeconomic background than the cities in which they operate.; ; For this reason we are working with diversity recruitment partners, like YSYS and Coding Black Females, to increase representation in the UK, too. From a leadership perspective, we are committed to publishing Gender Pay Gap data each year as the majority of our workforce want initiatives to close it. We are committed to striving to ensure a higher degree of diversity within our teams by the end of 2022. ; ; We’ve also identified that more employees of Black and Hispanic identity feel like the lack of diversity hinders their career progress in comparison to white employees.

Pricing

• Price: £18,000 a unit a year
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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