CaptionHub

Video & audio subtitling, closed captioning, transcription and synthetic voice-over

CaptionHub is the leader in enterprise subtitling, providing a simple, flexible and highly accurate solution for all organizations, from SMB to Enterprise.

Features

• Automated video subtitling
• Automated audio transcription
• Automated video subtitle translation
• Automated subtitle publishing to video players
• Dashboard, filtering and more for project management
• Enterprise security as standard
• Flexible deployment options
• Transcribe your video automatically, in up to 46 languages
• Frame accurate editor, using media stored securely in the cloud
• CaptionHub was built for translation at scale

Benefits

• Create accurate subtitles at scale in seconds not days
• State-of-the-art encryption and security by design
• Free your team from long-winded, tedious tasks like bulk
 transcription
• Faster turnaround times means a reduced time to market
• Generate subtitles in any language
• Engage your audience more deeply
• Reinforce your brand values with higher quality subtitling
• Stay on brand by banishing errors
• Save costs by slashing turnaround and edit time

£65 to £5,000 a licence a month

• Education pricing available
• Free trial 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 james@captionhub.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

422221110620123

Contact

James Jameson
020 7100 4600
james@captionhub.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: Video platforms, video storage, translation management systems, media management systems, e-learning
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: N/A
• System requirements: Licences required for operation

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: CaptionHub offers a range of support tiers up to 24/7 phone support. Please get in touch for more information.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes, at an extra cost
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: WCAG 2.1 AAA
• Web chat accessibility testing: Our web chat uses Slack: https://slack.com/intl/en-gb/accessibility-plan#:~:text=Slack%20will%20take%20action%20to,date%20of%20January%201%2C%202021
• Onsite support: Yes, at extra cost
• Support levels: CaptionHub provides four flavours of support: Base, Bronze, Silver and Gold. Base comes with all plans as standard and includes 9-5 email support. Bronze and above include account management, and defined SLAs.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Training, activation and documentation are all provided.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All media and subtitles can be downloaded at the end of contract.
• End-of-contract process: At the end of contract your access to CaptionHub features is terminated, you are free to download all data prior to expiry or on request in custom cases thereafter.

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: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: https://api-docs.captionhub.com/; ; CaptionHub is designed for developers who want to integrate with CaptionHub. The above API documents describe what can be performed via the API.
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: No

Scaling

• Independence of resources: CaptionHub is configured in a High Availability pattern, with no single point of failure. We use infrastructure-as-code to seamlessly scale out services, as required.

Analytics

• Service usage metrics: Yes
• Metrics types: You can view output minutes usage, purchased minutes top-ups and billing data.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: 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: Another external penetration testing organisation
• 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 export is a core feature of CaptionHub and can be achieved manually or through the API.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • Video files
  • Subtitle files
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • Multimedia file formats (e.g. mp4)
  • Transcript and timed text file formats

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: SLAs are available for up to 99.95% guaranteed uptime.; ; With Bronze, Silver and Gold support plans, we guarantee a stated level of uptime. In the unlikely event that we fall short of that, then we'll compensate you with service credits. For every 1% below target that the service is unavailable, we'll add credits to your account to the value of 5% of the plan cost. Historic uptime can be viewed at status.captionhub.com
• Approach to resilience: CaptionHub is configured in a High Availability pattern, with no single point of failure. We use infrastructure-as-code to seamlessly scale out services, as required. More information is available on request to our technical security team.
• Outage reporting: A public dashboard at status.captionhub.com

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: We operate under the least access principle.
• 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: ACSB
• ISO/IEC 27001 accreditation date: 21/09/2021
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 01/06/2021
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• 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: ISO/IEC 27001
• Information security policies and processes: CaptionHub’s management team leads the organisation’s commitment to a highly secure operating; environment, information environment and platform. Security objectives have been established according; to our strategic objectives - a Security Working Group chaired by our CEO oversees information risk and; security management. A systematic review of internal security performance is conducted through an internal; and external audit programme, and through a system of continual improvement compliant with international; security standards including ISO27001 and the Cloud Security Alliance’s CAIQ.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Change management at CaptionHub is managed in accordance to ISO 27001 and regularly audited to ensure the standard is achieved.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: 1. Detectify is our approved scanning tool ; 2. Reports and data from vulnerability scans can be shared with clients on request; 3. We regularly carry out penetration tests; 4. For any exploitable vulnerabilities found during the penetration testing, appropriate risk assessment and remediation steps are performed with oversight ; 5. Vulnerabilities that affect customers may be notified to affected customers either at the point of detection or remediation, subject to approval by SWG
• Protective monitoring type: Undisclosed
• Protective monitoring approach: The CaptionHub incident response policy provides a framework for all its employees and contractors to react in an efficient and professional way regarding reporting and handling incidents which affect the confidentiality, integrity, and availability of CaptionHub assets. All services are monitored by a sophisticated high-integrity monitoring system.
• Incident management type: Undisclosed
• Incident management approach: The CaptionHub incident response policy provides a framework for all its employees and contractors to react in an efficient and professional way regarding reporting and handling incidents which affect the confidentiality, integrity, and availability of CaptionHub assets.

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

• Equal opportunity:

  Equal opportunity

  CaptionHub enables every company to deliver its audio and video communications in an accessible way to hard of hearing and deaf audiences, as well as to members of the public, or employees or organisations where English isn't a first language.

Pricing

• Price: £65 to £5,000 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free trial period can include all features, is typically ten days but can be extended for in-depth proof of concept trials.

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