SOFTCAT PLC

monday.com CRM

monday CRM is an AI-powered, no-code platform for managing the entire citizen and stakeholder lifecycle. It features visual pipelines, automated lead management, and mass email tracking. Designed for transparency and high adoption, it streamlines case management and service delivery while providing real-time reporting via custom sales and engagement dashboards.

Features

• Visual Sales Pipelines

Benefits

• Seamless Handovers

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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

Framework

G-Cloud 15

Service ID

423826442159074

Contact

Public Sector Tenders
01628 403403
psitq@softcat.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Sales force productivity and management
  • Customer service
  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: There are various features of monday.com which are only available on our Enterprise plan. A full list of these is maintained on this webpage: https://monday.com/pricing
• System requirements: Platform is accessible through online browser,dedicated desktop & mobile app

User support

• Email or online ticketing support: Yes
• Support response times: Monday.com has a customer support team that is online 24/7 across all time zones, with a response SLA of 24 hours.; Enterprise customers also benefit from a Support response time of 12 hours as well as a dedicated customer success manager contact.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Yes
• 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: Through the interface in the platform
• Web chat accessibility testing: N/A
• Onsite support: Yes
• Support levels: Monday.com provides varying levels of support depending on the plan tier and the number of users on each customer's plan.; Specific questions about the support levels should be discussed with your monday.com account manager and partner manager (if relevant).
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: "All users have access to a full suite of support articles, online videos and training to help them use monday.com.; Enterprise customers also have access to a monday.com Customer Success Manager and Account Manager, who will be able to provide support in getting the most out of monday.com and building workflows which suit their needs.; Users can also apply for monday.com certification to further enhance their mastery of the platform."
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Admins of monday.com accounts have the ability to download the entire account's data at any time. All board-level data can be exported as .zip files directly from monday.com's platform.
• End-of-contract process: "monday.com's account team will engage with customers ahead of time to renew their contracts at the end of each term.; If a customer decides to not renew for another term, there is no additional cost applied to cease using the platform."
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: "We are in the process of making our platform accessible and compliant with international standards such as the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.1 level AA. We are currently working on making our platform accessible by making boards and other core building blocks of monday.com compatible with major assistive technologies such as JAWS and NVDA screen readers for Windows, VoiceOver for MacOS, Magnifying software such as ZoomText, Braille Display, and more.; ; These are the main areas we’re focusing on: keyboard-friendly interfaces, screen reader navigation, focus visibility, sufficient color contrasts, dark and high contrast themes, and distinguishable font sizes.; ; As part of our ongoing process, we empower our employees to become accessibility champions, communicate with users with a wide range of abilities to receive and implement their feedback and integrate accessibility into regular development & design processes. Our first mission is to allow people with a wide range of abilities to consume content, easily navigate, and complete core workflows."

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: Yes
• Compatible operating systems: Other
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There are a number of difference between the mobile and desktop version of monday.com. A full list is maintaned in this article: https://support.monday.com/hc/en-us/articles/360015779760-Key-differences-between-the-mobile-app-and-your-browser
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: Monday.com offers a multi-channel interface optimized for accessibility and ease of use. This includes a feature-rich Web Interface (Chrome, Edge, Firefox, Safari) using a visual, low-code, drag-and-drop builder. Native Mobile Apps (iOS/Android) provide seamless experiences for remote staff with offline capabilities and push notifications. A dedicated Desktop App is available for Windows and MacOS.
• Accessibility standards: None or don’t know
• Description of accessibility: "We are in the process of making our platform accessible and compliant with international standards such as the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.1 level AA. We are currently working on making our platform accessible by making boards and other core building blocks of monday.com compatible with major assistive technologies such as JAWS and NVDA screen readers for Windows, VoiceOver for MacOS,Magnifying software such as ZoomText,Braille Display,and more.; ; These are the main areas we’re focusing on: keyboard-friendly interfaces, screen reader navigation, focus visibility, sufficient color contrasts, dark and high contrast themes, and distinguishable font sizes.
• Accessibility testing: N/A
• API: Yes
• What users can and can't do using the API: "Users can use monday.com's API to make changes to both monday.com data and to synchronise data into other softwares outside of monday.com.; Admin, member and guest users are all able to utilize the monday.com API. Admins and members will have access to their own API tokens.; Rate limits and other information on monday.com's API can be found here: https://developer.monday.com/api-reference/docs/rate-limits"
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Monday.com is a flexible no-code and low-code platform. Users can customise their usage of monday.com to suit specific workflows and processes for their organisations with a high degree of customisation. There are almost endless use cases that monday.com can be used for.

Scaling

• Independence of resources: Monday.com offers a 99.9% uptime SLA for customers using our Enterprise tier as standard

Analytics

• Service usage metrics: Yes
• Metrics types: "Number of active users per month; Automation usage per month; Integration usage per month; Number of users; Number of boards created; Number of dashboards created; Usage per team"
• Reporting types: Regular reports
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Monday.com

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Security Clearance (SC)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • European Economic Area (EEA)
  • Other locations
• 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest: Physical access control, complying with CSA CCM v4.0
• Data sanitisation process: No
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Admins of monday.com accounts have the ability to download the entire account's data at any time. All board-level data can be exported as .zip files directly from monday.com's platform.
• Data export formats: Other
• Other data export formats:
  • .Zip files
  • Via API into a system of their choice
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • XLS files
  • XLSX files
  • Via native integrations
  • Via API
  • Via middleware integrations

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: "monday.com offers a 99.9% uptime SLA for customers using our Enterprise tier as standard.; Should monday.com not be able to keep this SLA, we issue customers with account credits proportional to downtime outside of the SLA.; Customer can discuss this directly with their monday.com account team"
• Approach to resilience: "To achieve high availability and resiliency, our service is hosted on Amazon Web Services (AWS); infrastructure in multiple regions, primarily Northern Virginia (US) and Frankfurt (Germany),; 1; across several Availability Zones, with dedicated disaster recovery (DR) deployments established; in different regions. Customer accounts are bound to a single region.; ; More information about monday.com's Security and Privacy practices can be found on our Security and Privacy white paper, hosted here: https://dapulse-res.cloudinary.com/image/upload/security/monday.com_Security_and_Privacy_white_paper_V1.1.pdf"
• Outage reporting: Monday.com has a publically available, live status page which outlines any outages or disruptions: https://status.monday.com/

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: "Access to systems is granted by our IT Team based on role through our enterprise identity; provider (IdP) solution, as dictated by HR and in accordance with the need-to-know and least; privilege principles.; User access is modified within up to 24 hours following change in employment or termination.; Additionally, quarterly user access reviews are conducted to ensure the appropriateness of; access privileges. Any access that is no longer required is removed and documented."
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • CSA CSM version 4.0
  • ISO/IEC 27001
  • Other
• Other security governance standards: "monday.com is compliant with:; ISO 27001, 27017, 27018, 27032, and 27701; SOC 1, SOC 2 and SOC 3; Could Security Alliance (CSA); The Health Insurance Portability and Accountability Act (HIPAA); The General Data Protection Regulation (GDPR)"
• Information security policies and processes: "All monday.com's employment agreements contain confidentiality provisions and provisions; allowing for immediate termination upon breach of certain duties and undertakings.; Additionally, monday.com maintains an HR security policy which defines the required security; activities and responsibilities during the employment period, from recruitment until departure."
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: "The capacity management of the existing systems, and the process for accepting; new updates within company systems, should be conducted according to the; company policies. A change management process is in place to ensure that; changes are well controlled. For more information, please refer to the company's IT; Change Management Procedure (MDY-IT-PRD-01"
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: "Vulnerabilities are centralized in a development backlog and are classified based on our; evaluation of their impact on the confidentiality, integrity, and availability of the service and of; customer data. The vulnerability’s severity rating is determined by the Common Vulnerability; Scoring System (CVSS). Our R&D department then carries out remediation within predefined,; severity-based timeframes according to our internal Patch Management Policy."
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: "monday.com collects and monitors network logs using a network intrusion detection system; (NIDS), traffic logs from edge locations, application-level logging for tracing and auditing events,; and system-level logging for auditing access and high-privilege operations. Logs are streamed; into our security information and event management (SIEM) solution, where they are continuously; (24/7/365) monitored by a managed SOC team."
• Incident management type: Supplier-defined controls
• Incident management approach: "In accordance with the terms of section 7 of our Data Processing Addendum (""Data Incident; Management and Notification"") after becoming aware of a Data Incident, monday.com will notify; affected customers without undue delay .; Affected customers will be informed of the nature of the breach, the harmful effects of which; monday.com is aware, actions monday.com has taken, and plans to remediate or mitigate the; incident at the time of the notification."
• Post-quantum cryptography secure: Yes

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: No

Pricing

• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: A free 14-day trial of the Pro plan is available (no credit card required). It includes advanced features like Gantt views, time tracking, and 25,000 automation/integration actions. It excludes Enterprise-grade security, and audit logs. After 14 days, accounts downgrade to a limited free version.
• Link to free trial: https://monday.com/pricing

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA
• ISO/IEC 27001 accreditation date: Monday 8 April 2024
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA
• ISO 9001 accreditation date: Monday 8 April 2024
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: SecurityMetrics
• PCI DSS accreditation date: Friday 10 January 2025
• What the PCI DSS doesn’t cover: N/A
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: E9fd5f85-7cd1-4ff2-aba9-6f9f5f225b1b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 181966c9-f0aa-42ed-9271-d1b111bdf43b
• Other security certifications: Yes
• Any other security certifications: Security Standards dependant on the vendor solution

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New apprenticeships on the contract workforce in the relevant area that meet the criteria set out in MAC 1b
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Plans to engage the contract workforce in deciding the most important workplace issues to address
    • Ensuring new workers are informed of their right to join a trade union
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for the contract workforce by providing career advice, and providing opportunities for staff working on the contract with in-work progression career development into known skills shortages or high growth areas
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • Means of influencing staff, suppliers, customers, communities and/or any other appropriate stakeholders with respect to modern slavery risks relating to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Support for community-led initiatives relevant to the contract. Illustrative examples: improving transport links; reducing loneliness; helping with English language proficiency; and facilitating social mixing among people with different backgrounds

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Creation of employment opportunities particularly for those who face barriers to employment, such as prison leavers, care leavers and/or who are located in deprived areas, and for people in industries with known skills shortages or in high growth sectors
    • Delivery of training schemes and programmes to address any identified skills gaps and under-representation in the workforce for the contract (e.g. prison leavers, care leavers, kinship carers, disabled people)
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Introducing transparency to pay and reward processes
    • Offering a range of quality opportunities with routes of progression if appropriate, e.g. T Level industry placements, students supported into higher level apprenticeships.
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Other measures to offer development opportunities for the target cohort(s) in the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery
    • Content of the outreach activity is designed to suit the target cohort

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  ODT

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