SeatLive Ticketing Services Ltd

Theatre and Event Ticketing

SeatLive offer a suite of ticketing services for organisations who wish to reduce costs and improve customer service. Our partnership model brings experience and capability together with a first rate ticketing system, call centre, website and digital marketing to established and forward thinking venues, promoters and operators.

Features

• Fully managed service delivered in partnership
• Robust and Flexible Ticketing System with vast capacity
• Managed website or integrated with existing site and Wordpress Plugin
• Call Centre Monday-Saturday 10am to 6pm Booking and Enquiries
• Fully inclusive email marketing and Social Media
• E-tickets, RFID, printed tickets with included hardware
• Kiosk Sales & Collections and Customer Service from FOH App
• Traditional Reports and Live datafeeds for Excel Power Queries
• Fully accessible and documented API for custom applications
• Fast deployment and Box Office management

Benefits

• Vastly reduce costs and improve customer service
• Partnership model drives sales and loyalty
• Fast ticket sales from desktop, tablet or Kiosk
• Multiple Payment Gateways, Traditional MA, Stripe, Square etc
• Service scales for demand reduces resource requirements
• Integrated Merchandising POS/EPOS, sell tickets from your shop
• Contact Centre delivers superb customer service and sales
• Memberships, Ticket Offers and flexible price models
• Portal for Self Service Comp/House Ticket Management
• Gift Aid and Donation functionality built in

£7,500 a unit a quarter

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

Framework

G-Cloud 13

Service ID

404225643557069

Contact

Alastair Ingram
020 7631 5570
alastair@seatlive.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: High availability service constantly monitored for performance degradation with full support available. Planned maintenance agreed in advance.
• System requirements:
  • Standard PC or Laptop running Win7+
  • Android 8+ Tablet for Sales and Customer Service (Option)
  • Scanners Android 8+ with good camera functionality (Option)
  • Lightweight Raspberry Pi terminal functionality available

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Normal reponse to non-critical enquiries logged Monday to Saturday 10am to 6pm within 8 Hours. Email/Online not advised for Critical Support requests.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: User support available during event hours 10am to 6pm, 7days + exceptions where additional cover is available. Technical Support available for Critical Faults 24x7 with 30 minute response. Second tier fault response within 8 hours. In all cases faults are actioned as soon as possible and restoration of service either by workaround or resolution.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As the service is effectively Managed, the requirements are taken from the Client's requirements and objectives and a service created on a bespoke basis within the framework. Tasks are scoped and assigned as in-house (Client) or provided as the service. ; ; On-site training is undertaken initially and at any time to ensure clients have the best experience using the service and have positive experience with the system.; ; Each implementation is different and depending upon requirement service can be available within 3-6 weeks. Basecamp is used as a project management tool to ensure collaboration and efficient project planning.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Data is extracted in csv format by default by SeatLive and transferred by an agreed medium to a new provider or Client.
• End-of-contract process: Assistance will be provided in providing data in a standard csv format twice. First as an example and again once as a final delivery at the end of the contract or on migration date.; ; Additional costs may be incurred in repeat process or non-standard data formats.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • Windows
  • Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Mobile devices operate using a simplified UI with basic sales and customer service functionality available via web browser. Additional FOH App provides Sales, Customer Service and Scanning functionality together with RFID capabilities for wristbands and cards. Reporting fully available on both platforms.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: There is a fully documented API available to integrate content or functionality with a website or secondary system in addition to the Wordpress Plugin. Capability exists to generate orders, purchase seats create reservations and other tasks as well as add and modify customer records and to integrate additional payment gateways.; ; An 'Agency' API exists to allow 3rd parties in addition to the core functionality, for cross selling and Agency sales eg Ingresso.; ; Sandbox functionality is available, all API's require approval and development support at cost as appropriate.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The entire service can be customised from website through Call Handling and delivery. A base framework exists to handle the majority of requirements.

Scaling

• Independence of resources: Resource demands are allocated and modified according to customer behaviour and forecast. Heavy on-sale events are engineered in advance for expected peak or queuing capability established.

Analytics

• Service usage metrics: Yes
• Metrics types: Contact Centre performance measurements against SLA; ; Email Marketing Performance; ; Other reasonable measures relevant to the service delivery
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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 every 6 months
• Penetration testing approach: In-house
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Data exports are generally conducted by SeatLive.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: Pdf
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Call Centre SLA target 80% of all booking calls answered within 120 seconds based upon average demand. Peak booking SLA by agreement.; ; System Service availability target is 99.98% excluding planned maintenance periods.
• Approach to resilience: Available on request
• Outage reporting: Email and telephone/SMS message

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Users are restricted in their access to the system modules by role. The minimum number of users are afforded administrative rights and at all times SeatLive administers new users following an established process with the Client as are any requests to unlock locked accounts.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Username or password

Audit information for users

• Access to user activity audit information: You control when users can access audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: Self Certification
• PCI DSS accreditation date: 23/10/2017
• What the PCI DSS doesn’t cover: Appendix A1 in the Payment Card Industry (PCI) Attestation of Compliance for Self-Assessment Questionnaire D - Service Providers as not a shared hosting provider.
• 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: No
• Security governance approach: We are in the process of establishing a formal governance process
• Information security policies and processes: We've operated with local authority standards and policies for the last 5 years and have a set of standards established in addition to GDPR and PCI processes that all employees are aware of and are regularly re-appraised of.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A change control process is in place, in most instances the mirrored live site will undergo proposed changes to enable full testing to take place following the documented process before any changes are made to the live environment.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Using reputable outside sources for security vulnerability information, assigning a risk ranking to newly discovered security vulnerabilities. All systems components and software are protected from known vulnerabilities by installing applicable vendor-supplies security patches. Critical security patches are installed within one month of release. Internal and external software applications are developed in accordance with PCI DSS. Custom code is reviewed prior to release, production or customers to identify any potential coding vulnerability. Developers must address common coding vulnerabilities in software-development processes. For public-facing web applications, new threats and vulnerabilities are addressed on an ongoing basis, and are protected against known attacks.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Through the monitoring systems we have in place, we can action a response quickly and effectively, such as shutting down access to a service if we sense a data breach or malicious attack such as a Distributed Denial of Service. The hosting also provides for the requirements for PCI DSS merchant compliance. Our monitoring system carries out more than 2,000 checks on software, hardware and the network every hour. A dedicated support team are on hand to respond to issues, 24 hours a day.
• Incident management type: Undisclosed
• Incident management approach: The goal of the Incident Response procedure (IRSP) is to restore critical services as quickly as possible and to develop revised processes to avoid the issue recurring. In monitoring critical systems alerts and notifications are sent to trained and specified teams for response or escalation.; The IRSP and Backup Strategy is reviewed annually to maintain compliance with PCI:DSS and is tested to ensure it is effective and robust and all parties understand their responsibilities. Backup and recovery procedures are clearly documented to enable all systems administrators to perform recovery of data at short notice.

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

  We have a full policy within the business to address our environmental impact.
• Covid-19 recovery:

  Covid-19 recovery

  We are happy to work with businesses and agencies in the recovery from the pandemic to assist their development.
• Tackling economic inequality:

  Tackling economic inequality

  We have a full policy available, but seek to pay above the London Living Wage at all times
• Equal opportunity:

  Equal opportunity

  We have a full policy available regarding our equal opportunity development within the business
• Wellbeing:

  Wellbeing

  We address all of our employee and contractors wellbeing needs tailored to their individual requirements.

Pricing

• Price: £7,500 a unit a quarter
• 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 alastair@seatlive.com. Tell them what format you need. It will help if you say what assistive technology you use.