SMS alerting

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud
Service constraints: Nil
System requirements: Must have access to the internet

User support

Email or online ticketing support: Email or online ticketing
Support response times: The standard response time is
Premium support can be bought separately and is as follows:
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 AAA
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: WCAG 2.1 AAA
Web chat accessibility testing: Nil
Onsite support: Onsite support
Support levels: Standard:
Premium:
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training and guidance is provided by Boomerang Account Managers assigned to the account. Training can be delivered on sight, over the phone or on-line. The interactive help topics, throughout the user interface assist with training also.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Users have the ability to download and extract their data (in csv format) at the end of the contract, or it can be requested from Boomalert, as a managed service.
End-of-contract process: Customers must fulfil the minimum contract period agreed. Service cancellation requests are to be submitted in writing and will be subject to the agreed cancellation period. The service will remain active up to the agreed cancellation date, thereafter, will be decommissioned. All subsequent requests to access the service will be blocked. The customer will be obliged to pay any outstanding monies for subscriptions or message transactions that have not already been invoiced. The service account (although not active) will be retained for a further period before being fully deleted from Boomerang’s systems (after which no account data will be retrievable). Data uploaded by the customer can be modified or deleted as required during the contract period or notice period. The deletion of data involves full hashing over.
Early termination of the contract will incur termination fees if the termination is not result of a material breach.
Any transactional message data processed during use of the services will be held for the standard retention period of 13 months from point of processing.
Where additional services have been purchased that are still within their contract period (e.g. dedicated or shared inbound short code services), the terms of those agreements remain in place.

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: WCAG 2.1 AA or EN 301 549
API: Yes
What users can and can't do using the API: Boomerang offers an intuitive API builder, within the User Interface. Integrations can be saved, amended and stored in the UI library nd called upon when required.
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: The user defined customisable settings are accessed through the system settings. The user interface can be 're-skinned' if required. Users with the required permissions can make changes to the customisable options

Scaling

Independence of resources: Capacity and performance have been considered during the original design and evolution of our services, to ensure they are able to meet expected demand and customer service levels. Our cloud based environment allows for rapid deployment of additional resources where required, without disruption to production services. Cloud instances have also been configured to use an auto-scale set of resource limits, within which additional resources are utilised as demand is increased.

Analytics

Service usage metrics: Yes
Metrics types: "Live" analytics can be viewed on the User Interface's dashboard via the portal. Consolidated reports can be downloaded or sent via email automatically, in CSV format. Reports can be delivered via dashboard, email or API.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

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: 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 CSA CCM v3.0
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: Data can be exported at any time by users or request that the data be exported by Boomalert staff, in csv format.
Data export formats: CSV
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Customers are entitled to Service Credits based on a failure to meet the monthly System Availability of 99.99%. Where Boomalert fails to meet this target in respect of any calendar month, subject to the paragraph below, Boomcare Premium customers will be entitled to claim a Service Credit of 10% of the monthly value of the service subscription paid in respect of the Service affected (being one twelfth of the total annual amount paid). Service Credits are not provided against any other annual or monthly charges (including but not limited to message credits) nor in respect of any other metrics or performance measurements. A Customer is not entitled to Service Credits if it is in breach of its agreement with Boomalert, including without limitation where the Customer is not up-to-date with its payments when the relevant Outage occurred or Service Credits are claimed
Approach to resilience: Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services. ACLs, or traffic flow policies, are used to manage the flow of traffic.
A wide variety of automated monitoring systems are utilised to provide a high level of service performance and availability. These monitoring tools are designed to detect unusual or unauthorized activities and conditions across network usage, port scanning activities, application usage, and unauthorised intrusion attempts. The tools have the ability to set custom performance metrics thresholds for unusual activity.
Outage reporting: Planned maintenance
Planned maintenance covers scheduled activities that are required to keep the services and infrastructure supporting them secure, error free and optimal. All planned maintenance scheduled where possible to minimise customer inconvenience and the maximum notice period possible is provided (a minimum of one week is mandatory). Notifications containing details of the maintenance schedule are issued to designated contacts before and on completion of the work.
Unplanned maintenance
Unplanned maintenance is undertaken to prevent service related issues or degradation of services that would otherwise affect customers’ use of the service.
Emergency maintenance
Emergency maintenance is carried out to address any issues affecting availability, provision or performance of the service.
Although Boomalert will provide as much information as possible during unplanned and emergency maintenance, it may not always be possible to provide prior notice, due to the nature and urgency of the work being carried out.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Username or password
Access restrictions in management interfaces and support channels: The Access Control Policy sets out a comprehensive range of access controls to safeguard customer data. Internal access to company systems and networks holding or processing customer data, is granted on the basis of least privilege. Procedures are in place to ensure that access to systems is formally authorised. Every system user is identified by a unique Id and key activities carried out by a user and is logged with the date and time the activity was performed. Asset owners are assigned to company information assets which includes carrying out regular reviews of system access.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: British Assessment Bureau
ISO/IEC 27001 accreditation date: 17 October 2019
What the ISO/IEC 27001 doesn’t cover: Nil
ISO 28000:2007 certification: Yes
Who accredited the ISO 28000:2007: British Assessment Bureau
ISO 28000:2007 accreditation date: 17 October 2017
What the ISO 28000:2007 doesn’t cover: Nil
CSA STAR certification: No
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: Yes
Other security certifications: Yes
Any other security certifications: Cyber Essentials

Cyber Essentials Plus

ISO 27001:2017

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: Boomalert currently complies with requirements, policies and controls, including Cyber Essentials, NCSC Cloud Security Principles and operates to security level IL3 . It is ISO 27001:2017 accredited. The following tools, policies and frameworks have been implemented: an information security management system (ISMS), risk assessment and management following ISO 27002 code of practice, regular staff awareness training, including an HR security lifecycle that covers recruitment, induction, in life management and exit, governance of the ISMS through performance evaluation, other policies and controls in line with ISO 27002 to address risks and requirements in the areas of: asset management, access control, cryptography, physical and environmental security, operations security, communications security, system acquisition, development and maintenance, supplier selection and management, including a robust segmented approach to supplier work, information security, incident management (including EU GDPR compliance). information security for business continuity planning and disaster recovery.
Additionally, Boomalert's approach to information assurance includes processes and tools for managing aspects of EU GDPR such as: Subject Access Requests (SAR) and notifying ICO and individuals affected data incidents. The organisation has invested in capability for undertaking privacy impact assessments (PIA) and working in line with both EU GDPR and ISO 27001:2017 for information security in projects.

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: Changes to any system components, configurations, software and system code are regulated and controlled via a structured change management process to minimise the impact of any changes upon service users. Changes are recorded and evaluated according to their priority, risk and their impact upon availability of services and changes must be formally approved prior to implementation.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services. ACLs, or traffic flow policies, are used to manage the flow of traffic.
Automated monitoring systems are utilised to provide a high level of service performance and availability. These monitoring tools are designed to detect unusual or unauthorised activities and unauthorised intrusion attempts.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Network devices, including firewall and other boundary devices, are in place to monitor and control communications at the external boundary of the network and at key internal boundaries within the network. These boundary devices employ rule sets, access control lists (ACL), and configurations to enforce the flow of information to specific information system services. ACLs, or traffic flow policies, are used to manage the flow of traffic.
Automated monitoring systems are utilised to provide a high level of service performance and availability. These monitoring tools are designed to detect unusual or unauthorised activities and unauthorised intrusion attempts.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: Boomalert maintains a strategy for reacting to, and recovering from, adverse situations which is in line with senior management’s level of acceptable risk; Maintaining a programme of activity which ensures the company has the ability to react appropriately to, and recover from, adverse situations in line with the business continuity objective; Maintaining appropriate response plans underpinned by a clear escalation process; Maintaining a level of resilience to operational failure in line with the risk faced, the level of negative impact which could result from failure and senior management’s level of acceptable risk.

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

Fighting climate change: Fighting climate change

Boomerang is committed to safeguarding the environment and believes businesses are responsible for achieving good environmental practice and operating in a sustainable manner.
We are committed to managing our environmental impact and improving
our environmental performance as an integral and fundamental part of our business strategy and operations.
It is our priority to encourage our employees, customers and suppliers
to do the same. Not only is this sound commercial sense ; it is also a matter of delivering on our duty of care towards future generations. Boomerang is committed to promote and achieve these objectives:
1. Comply with or exceed the requirements of current environmental legislation and codes
of practice;
2. Minimise waste and increase and promote recycling where possible;
3. Work with companies that offer secure disposal and recycling of IT equipment;
4. Minimise energy and water usage in processes and day-to-day operations in work premises in order to conserve supplies, and minimise our consumption of natural resources, especially non-renewable ones;
5. Apply the principles of continuous improvement in respect of air, water, noise and light pollution from our premises and reduce impacts from our operations on the environment and community;
6. As far as possible purchase products and services that do the least damage to the environment and encourage others to do the same;
7. Assess the environmental impact of any new processes or products we intend to introduce in advance;
8. Promote suitable training and ensure all employees understand the
environmental policy and conform to the high standards it requires applying them to day-to-day operations;
9. Evaluating supplier credentials in regard to environmental sustainability and working with suppliers that are aligned to our approach;
10. Aim at reaching targets defined in this Policy, related to reducing energy consumptions, improving staff training on recycling and reduce emissions.
Covid-19 recovery: Covid-19 recovery

As we aim to beat COVID-19, we hope our communication solutions help businesses around the world adapt to working remotely and communicating during an unprecedented time. Internally we are protecting the health and well-being of our employees and anyone affected by our work. We have developed a proactive plan designed to minimise the impact of COVID-19 within our workplace. We require all employees to protect themselves and their co-workers from a potential coronavirus infection. If an employee has cold symptoms, such as cough/sneezing/fever (above 37.5 °C), or feel poorly, they will stay at home and advise their line manager. If an employee has a positive COVID-19 diagnosis, they are to inform their manager and cannot return to the office until they have fully recovered.
Tackling economic inequality: Tackling economic inequality

Boomerang’s communication solutions allow organisations of all sizes to grow efficiently by saving costs on their communications internally and externally. We provide cost-effective tools to help manage various workflows. Our patented technology allows companies to be communicating in real time, in a clear and efficient manner. Boomerang’s technology is designed to empower staff across all sectors of an organisation, making everyday jobs simpler to manage and in turn will reduce employee turnover.
Equal opportunity: Equal opportunity

The Company is committed to a policy of equal opportunities and its intention is to fully comply in all aspects of appropriate and current legislation. This policy will apply in respect of recruitment and selection procedures, career development, promotion, training, payment practices, and all other terms and conditions of employment. It is the responsibility of each employee at every level to promote Equal Opportunities and to pursue non-discriminatory policies and practices in employment and through behaviour language, attitude and actions so that no discriminatory practices occur.

It is our policy to promote Equal Opportunities throughout the company and to ensure that no employee or job applicant is less fairly treated or suffers any harassment because of discrimination whether directly, indirectly, through victimisation or harassment. Failure of any employee to observe the principles laid out in this policy will become subject to the company disciplinary procedure and may result in breaches of the law.
Wellbeing: Wellbeing

Boomerang recognises the protection of health and the promotion of wellbeing as important factors in sustaining attendance at work and supporting job satisfaction and career success and progression. Boomerang is committed to providing a working environment for its staff which minimises risk to health and promotes positive wellbeing.

Pricing

Price: £0.03 a unit
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: A trial service is provided, containing full access to service functionality. Trials are provided free of charge, include some free message credit and are active for a period of 14 days. Trial accounts are created directly from the Boomalert website, requested via the website or requested by contacting Boomalert directly.
Link to free trial: Www.boomalert.com

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

SMS alerting

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents