EDUCATIONAL SYSTEMS LIMITED

Good e-Learning Academy Online Training Platform

The Good e-Learning Academy is a learner-centric enterprise platform which empowers your organization to build your people’s Business and IT skills ensuring a route for employees to achieve industry recognized certification such as TOGAF®, ArchiMate®, ITIL®4, PRINCE®2 & more from a central platform through leveraging accredited online training courses.

Features

  • Accredited The Open Group, PeopleCert, DevOps Institute & APMG-International Courses
  • Comprehensive Training Portfolio of Learning domains including EA & ITSM
  • Engaging Scenario Based Learning Content to improve knowledge retention
  • Expert Learning Content Developed in-house by world renowned industry experts
  • A Central Learning Platform for Learners to achieve certification
  • Dynamic Reporting Dashboards, manage learners from enrolment to certification.
  • Fully Accredited TOGAF®, ArchiMate® & IT4IT™ Training & Certification
  • Fully Accredited PRINCE®2, PRINCE®2 Agile, MSP® Training & Certification
  • Fully Accredited ITIL®4 Suite Training & Certification
  • Single Sign-On Web Browser Access and Mobile Access

Benefits

  • 95% First-time Pass Rate, evidence our courses lead to certification
  • Online Enrolment, 2000+ hours of Accredited Business & IT learning
  • Management Reporting Analytics from central platform manage learners to certification
  • Covers Key Project Management, IT Service Management, Enterprise Architecture Certifications
  • Covers Key DevOps, SRE Business Process Analysis, Digital Transformation Certifications
  • Covers Key Cyber Security Certifications, IT Governance Certifications
  • Scenario-based Learning provides the blueprint for certification implementation
  • Practice with simulated on demand real-life Business situations
  • Fine-tune knowledge upskill using our examination preparation certification assessments
  • On demand learning resources: videos, gamification, case studies, audiobooks,

Pricing

£19.00 to £779.00 a licence a year

  • Free trial available

Service documents

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

Framework

G-Cloud 13

Service ID

4 1 3 9 7 0 8 7 9 7 7 6 1 5 8

Contact

EDUCATIONAL SYSTEMS LIMITED Mike Bates
Telephone: +44 8000 850 550
Email: enquiries@goodelearning.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
GEL Customer Support Working Hours 08:00 – 18:00pm
Time Zone (GMT+ 00.00) London
Weekly Schedule Monday - Friday
Contact Details - support@goodelearning.com
Different Severity Support Tickets have different response times:

· Urgent Tickets = 4 Hours Response Time from Good e-Learning.
· High Tickets = 6 Hours Response Time from Good e-Learning.
· Normal Tickets = 24 Hours Response Time from Good e-Learning.
· Low Tickets = 72 Hours Response Time from Good e-Learning.

Good e-Learning has established the Services such that they will be available at least 99.9% of the time, measured on a monthly calendar basis
System requirements
  • Microsoft Edge, Mozilla Firefox, Google Chrome or Safari browsers supported
  • Last 2 major versions of each browser supported
  • Microsoft Windows 8, OSX (last two major releases),
  • Browser Setting - JavaScript must be enabled
  • Browser Setting - Third-party cookies must be enabled
  • Browser Setting - localStorage must be enabled
  • Browser Setting - TLS Version 1.2
  • Most Linux Distributions operating systems supported

User support

Email or online ticketing support
Email or online ticketing
Support response times
GEL Customer Support Working Hours 08:00 – 18:00pm
Time Zone (GMT+ 00.00) London
Weekly Schedule Monday - Friday
Response Times:
Urgent Tickets = 4 Hours Response.
High Tickets = 6 Hours Response.
Normal Tickets = 24 Hours Response.
Low Tickets = 72 Hours Response .
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
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 AAA
Web chat accessibility testing
N/A
Onsite support
No
Support levels
GEL provide one support level standard for Customer Support.
Each Customer is provided a designated Account Manager as well.
The hours and response times are as follows following:
Working Hours 08:00 – 18:00pm
Time Zone (GMT+ 00.00) London
Weekly Schedule Monday - Friday
Response Times:
Urgent Tickets = 4 Hours Response.
High Tickets = 6 Hours Response.
Normal Tickets = 24 Hours Response.
Low Tickets = 72 Hours Response.
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Support Team send enrolment instructions via email.
Each piece of Learning Content Learners enrol onto starts of with an instructional video to assist users in leveraging the service.
Service documentation
Yes
Documentation formats
PDF
End-of-contract data extraction
Employees/Students have the right to access personal data and progression analytics. They will arrange for the employee/student to see or hear all personal data or progression metrics (enrolment date, last access date, total time studying, learning plan progression, certification, course feedback) held about them within 21 days of receipt of a written request.
End-of-contract process
Learners are sent email notifications from Good e-Learning's Support Team 4 weeks before & 2 weeks before the end of the contract period / license period of 12 months for the learning content they have been enrolled onto.

The Support Team in these email notifications highlight that learning content enrolment access can be extended at a cost please see additional extension costs per course below:

- 1 Month Extension = 10% of enrolment course price.
- 3 Month Extension = 20% of enrolment course price.
- 6 Month Extension = 30% of enrolment course price.
- 1 year Extension = 50% of enrolment course price.

If the Learner does not want to extend enrolment of the Learning Content. Once the contract period is finished the support team remove the ability for learners to access the Learning Content.

Learners are still able to login to the Good e-Learning Academy Platform, they will not be able to access the Learning Content once the contract is terminated.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
Application to install
Yes
Compatible operating systems
  • Android
  • IOS
  • Windows
  • Windows Phone
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
The only difference between mobile and desktop experience is UX design, to ensure UX is palatable for a mobile screen.

Users have access to the same learning content when leveraging either a mobile or desktop service.
Service interface
Yes
User support accessibility
WCAG 2.1 AAA
Description of service interface
Learners leverage the Interface:
To enroll onto the learning content they have been provisioned.
To request an exam voucher to get certified.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
The website and mobile application are accessible, meaning they can be used by as many people as possible, including those with impaired vision, motor difficulties, cognitive impairments or learning disabilities, deafness or impaired hearing. Both the content and design is clear and simple enough so that most people can use it without needing to adapt it, while supporting those who do need to adapt things.
API
Yes
What users can and can't do using the API
A RESTful API exists which allows common Learning Management System operations, such as creating Users, enrolling Users on Courses, retrieving Course completion statistics etc. API credentials will be setup and provided on request. API request limitations exist to ensure we maintain optimum performance and to ensure APIs are available to all customers - limits can be customised on a per customer basis.
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Learning Management System can be customized with Customer Branding to create seamless experience.
Management Reporting Dashboards can be customized at the Customers Request.

Scaling

Independence of resources
Course content is delivered via a Content Delivery Network (CDN) ensuring performance and scalability. The CDN will establish and maintain secure connections closer to the requestor. The website, API and database scale according to the anticipated number of concurrent users.

Analytics

Service usage metrics
Yes
Metrics types
Credit Left on the Account.
Total Learner Enrolments.
Total Learner Certification.
Total Learners awaiting exam voucher.
Average Time Learners Take to Get Certified.
Total Learners Not Started.
Total Student off Track.
Student Satisfaction Scores.
Certification Status of Student.
Certification Completion Data.
Total Time Student Spent Studying.
Individual Training Plans.
Reporting types
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

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
Supplier-defined controls
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
Other
Other data at rest protection approach
Encryption at the storage level is provided by leveraging the capability of Amazon S3 and DynamoDB to store the file with 256-bit AES encryption and by leveraging AWS Key Management Service for the RDS database
volume encryption.
Data sanitisation process
No
Equipment disposal approach
A third-party destruction service

Data importing and exporting

Data export approach
Management Reporting Dashboards.
Excel / .csv.
Email reports.
Data export formats
  • CSV
  • Other
Other data export formats
.xlsx
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
A) Good e-Learning has established the Services such that they will be available at least 99.9% of the time ,as measured on a monthly calendar basis (“Availability Percentage”) as follows:

- Availability Percentage = ((T – EO) - IEO / (T – EO)) x 100%
- T = Total Monthly Time
- EO = Total Monthly Excused Outages
- IEO = Total Monthly Non-Excused Outages

b) If Good e-Learning fails to achieve the Availability Percentage for two (2) calendar months in any six(6) month period then the Customer shall be granted service credits in compensation.

c) Good e-Learning will apply Service Credits to the Customer’s account. In the event there are no further Fees owing under the Agreement, Good e-Learning shall issue the Customer a refund within 60 days.

d) Good e-Learning’s failure to achieve the Availability Percentage for four(4) consecutive calendar months during the Term shall be a material breach of the Agreement.
Approach to resilience
Available upon request
Outage reporting
1. Planned downtime. Planned down times are downtimes that are scheduled during “Maintenance Windows”- emails alerts are sent out to customer minimum of 24 hours before planned downtime.

2. Emergency downtime. With respect to emergency downtime ,Good e-Learning shall provide the Customer with as much notice as practical under the circumstances and strives to provide seventy-two (72) hours advanced notice. In all cases ,Good e-Learning shall provide a minimum of twenty-four (24) hours’ advanced notice of emergency downtime via email .Good e-Learning shall make commercially reasonable efforts to schedule emergency down time in off peak hours (based on the Customer’s business hours).

Identity and authentication

User authentication needed
Yes
User authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
Access restrictions in management interfaces and support channels
Application permissions exist allowing user profiles to be created, granting access to specific areas of the system.
Access restriction testing frequency
At least once a year
Management access authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
User-defined
Access to supplier activity audit information
Users contact the support team to get 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
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
No
Security governance approach
A clear set of responsibilities and practices have been created which are exercised by executive management with the goal of providing strategic direction, ensuring that objectives are achieved, ascertaining that risks are managed appropriately, and verifying that the enterprise’s resources are used responsibly.
Information security policies and processes
All Good e-Learning employees must use work provided laptop and mobile devices. All work devices are managed and can be remotely wiped in the event a device is lost or stolen. Antivirus and firewall software is installed on all work devices and can be monitored centrally.
All employees must use strong passwords and two factor authentication where applicable. Password managers are used to ensure password integrity remains intact. Removable devices are banned, instead email and/or cloud services are used for information transfer.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
To ensure software resources and components maintain consistent baseline Good e-Learning carry out the following change management process. Software resources and components are evaluated which may identify changes and where and how those changes can be implemented. Changes are reviewed to determine impact to the correct state of the system(s). After review, a change request is created and distributed to appropriate stakeholders for approval. If approved, a strategy is developed to determine how the change should be implemented and time frame. Once a strategy is defined, the changes are implemented and if stable, it becomes the new baseline.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Vulnerabilities are assessed on a periodic basis. Vulnerabilities identified or reported by end users are triaged and prioritized according to the vulnerability severity. Depending on the severity, patches are released within two to four weeks where possible.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
Antivirus and firewall software is installed on all work devices and can be monitored centrally this software is leveraged to identify potential compromises.

Vulnerabilities identified or reported by end users are triaged and prioritized according to the vulnerability severity. Depending on the severity, patches are released within two to four weeks where possible.

Response times to incidents align with Good e-Learning Support Times:

· Urgent Tickets = 4 Hours Response Time.
· High Tickets = 6 Hours Response Time.
· Normal Tickets = 24 Hours Response Time.
· Low Tickets = 72 Hours Response Time.
Incident management type
Supplier-defined controls
Incident management approach
Good e-Learning provide incident support to all Good e-Learning Academy Platform users as part of the enrolment fee. Learners enrolled onto the platform will contact the Good e-Learning Support Team to report an incident (support@goodelearning.com)

Once the learner has contacted the Good e-Learning Support Team a ticket is generated within our ticket management system where the Good e-Learning Support team will access the severity of the support ticket.

· Urgent Tickets = 4 Hours Response Time.
· High Tickets = 6 Hours Response Time.
· Normal Tickets = 24 Hours Response Time.
· Low Tickets = 72 Hours Response Time.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Equal opportunity

Equal opportunity

Learning is for Everyone:
Good e-Learning's Commitment to Learning Inclusion.

Hire and nurture top talent:
Good e-Learning provides the foundations for our employees to thrive through a coherent learning and development program, ensuring our employees have the skills and knowledge to have a fruitful career.

Develop Inclusive Workplaces:
Good e-Learning celebrates & leverages diversity as a source of innovation and inspiration.

Collaborate for Equality, Diversity, Inclusion & Accessibility:
Good e-Learning collaborates with our Partners & Customers to publicize the importance of Equality, Diversity, Inclusion & Accessibility, we clearly articulate & promote the value of our Partners & Customers adhering to EDI & Accessibility criteria as Learning is for Everyone!

Equality, Diversity, Inclusion (EDI) and Accessibility is a fundamental mantra to the development of Good e- Learning deliverables as learning is for everyone. Good e-Learning have full control of the development pipeline as all of our learning content is developed in-house this ensures that we are able to guarantee production ready deliverables meet our exhaustive list of quality criteria which includes adherence to Web Content Accessibility Guidelines (WCAG 2.1) & PDF Universal Accessibility (PDF/UA) standards.

This attention to detail for quality within our development pipeline ensures our customers receive high quality learning content that can be accessed and internalised by a wide range of disabilities including visual, auditory, physical, speech, cognitive, language, learning, and neurological disabilities as learning is for everyone!

Pricing

Price
£19.00 to £779.00 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Access to GEL Academy Platform and Learning Content Required for a fixed Time Period to test drive the platform.
Link to free trial
Proof of Concept Environment Created Upon Request

Service documents

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