Netsize UK Ltd

Omnichannel Platform

OCP is an omnichannel campaign management portal that allows users to communicate with their service users. This could be a reminder, a notification or a promotional message.

This is done using channels such as SMS and SMS web pages, including Rich Communication Services (RCS) for android handsets.

Features

• Cross-Channel . Optimize Conversation delivering effective cross-channel experiences
• Personalize - each message to deliver unique customer engagement
• Cross-Channel Reporting - Retrieve consumer data collected through interactive journeys
• Automation & Fall-back - messages reach targeted recipients
• Open architecture & Easy Integration

Benefits

• Consistent, identifiable brand tone & vision
• Personalised messaging (based on specific interest)
• Content adapted according to consumers history (past/current buying journery)

£99 a licence

• 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 carlos.conceicao@linkmobility.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

496539034336952

Contact

Carlos Conceicao
+447493372665
carlos.conceicao@linkmobility.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: Our service has multiple integrations with CRM and operations management solutions. Examples include SalesForce Marketing & Service Cloud, Silligent, Oracle, Adobe Campaign.; ; In additional API links can be developed with other software providers should this be required by a buyer.
• Cloud deployment model: Private cloud
• Service constraints: None.
• System requirements: Latest compatible browser from Google, Microsoft, Safari, FireFox

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our customer service team will provide support for customer support requests.; ; For any query which does not fall into incident management processes, the standard SLA for resolution is 5 business working days.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: We have a 365/7/24 support desk which handles our day to day customer service function. This support is Free of Charge to all customers of LINK Mobility.; ; Link Mobility also provide Service Level Agreements to all customers which covers minimum standards such as uptime and messaging processing speeds.; ; We provide a Premium SLA for £1,000 per month which entitles the customer to enhanced SLA commitments with financial compensation should those SLAs not be met.; ; We have available pre-sales support engineers which can be utilised at a rate of £1,000 per day. Once a technical requirements are raised, we will estimate the time required for our sales engineers to help meet those requirements. This might take the form of a specialist API development support to allow for LINK Mobility APIs to be integrated into a new customer application.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: All customers of LINK Mobility will assigned an account manager to assist with the on boarding of the Ominchannel platform.; ; We have available fully comprehensive training documentation and will plan with each customer, a training and on-boarding plan. This will be primarily be provided online but will include "train the trainer" sessions where appropriate to create product champions with the organisation.; ; Once live, your account manager will then work with the customer to ensure that they are extracting maximum value from LINK Mobility solutions. This account management is free of charge.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Users who wish to extract their data following a contract ends can submit as customer service request. This will then be dealt with by the support and development teams to ensure that the extraction meets the buyers needs in a digitally secure manner.
• End-of-contract process: The contract price includes one standard data extraction request. This will conform to LINK Mobility data format and data delivery template.; ; Should the buyer require a bespoke data extraction to facilitate any data transfer to a new solution, this work will be estimated according to days effort and charged at £1,000 per day.

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: Yes
• Differences between the mobile and desktop service: Main difference is the resolution when intereacting on a mobile device, compared to a desktop service.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The Omnichannel platform is an online interface which allows users to create and send their messaging campaigns. It also provides reporting functionality so that users can see the performance of their previous campaigns.; ; It has a dashboard landing page with four sub-service modules which includes: - Campaigns - Contacts - Web experience - Message search
• Accessibility standards: None or don’t know
• Description of accessibility: LINK Mobility solutions are available via supported browsers such as Microsoft Edge & Google Chrome and therefore benefit from browser based accessibility features. In additional should any support be required not fulfilled by this documentation, the LINK Mobility team can support all requests of accessibility through online and in person support.
• Accessibility testing: No testing on assistive technology has taken place on the platform.
• API: Yes
• What users can and can't do using the API: Yes. The omnichannel platform provides full API access for its services.; ; Using our API guide, users can integrate the APIs into their chosen software applications. Users can make changes to their APIs within the constraints outlined in the API guides and on request, discuss any bespoke development requests.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: The Omnichannel platform has been designed to provide service for customers not only in the UK, but across Western Europe.; ; This design has included load balancing principles to ensure that no one customer through intense usage can disrupt other customer usage. This is continually reviewed and is encompassed into a service level agreement on uptime and message processing speeds as a commitment to this principle.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics using the online self serve portal includes:; ; Number of messages sent; Delivery rates; Channel usage (whether sent by SMS or RCS); RCS metrics will include read receipt; Interaction times; Hot spot mapping on rich messaging to show how the end users interact with the messages.
• Reporting types:
  • 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: 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: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Once authenticated users are able to download activity reports from within the Omnichannel Platform.; ; The format is determined on download, such as .csv or .xlsx format.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .xlsx
  • .xlsx
  • .txt
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .xlsx
  • .xls
  • .txt

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: Subscribing to the premium SLAs the following SLAs are available:; ; Service Uptime; The service is available on a 365/24/7 basis.; Netsize ensures availability and performance levels of Netsize’s Platforms to a minimum Service Level of 99.9% from the effective date.; Service Availability of the System is measured over the period of each calendar month.; ; Message processing SLAs; Netsize ensures, on a monthly basis, an average time transit of 4 seconds on its SMS platform and:; - for 95% of transited SMS, a performance inferior to 10seconds; - for 99.7% of transited SMS, a performance inferior to 180seconds; ; This is charged at £1,000 per month and should these SLAs be missed, a proportion of the SLA fee is refunded. The more severe the SLA transgression is, the higher the refund %.; ; Full details of the premium SLA can be provided on request.
• Approach to resilience: Our service uses 2 data centres which comply with ISO18001, ISO27001, ISO 22301, ISO14001 and PCI-DSS certifications and no critical service is hosted internally.; ; The data centres are asynchronously replicated between Data centre 1 and Data centre 2, and/or all applications are load balanced. ; ; It means that all applications can be switched from one data centre to another with a minimum of service interruption meeting business requirements. This architecture is also completely scalable to accommodate future growth.
• Outage reporting: Our outage reporting provides email alerts for any major incident. This is a subscription based service and through on-boarding, the team will identify key contacts needed to be included on any incident reporting distribution list.; ; The emails are sent throughout the incident and following resolution a request for any RCA documents can be submitted.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Dedicated link (for example VPN)
• Access restrictions in management interfaces and support channels: Access to internal Link Mobility Information Systems is authenticated by either:; • Link Mobility Azure Active Directory account; • Link Mobility domain account; • IPX LDAP account; • A local account (IPX online/offline DB, SAP GUI…); depending on the application. Disabling all domain accounts (Azure AD, Link Mobility AD, IPX LDAP) will prevent unauthorized users from accessing internal Link Mobility systems. ; ; The use of generic account is forbidden to access Information Systems.; Access requests are managed by ‘User Management’ team.; ; Access requests are first evaluated against a predetermined access matrix pertaining to each department to determine its validity.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)

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: Between 6 months and 12 months
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 1 month and 6 months

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: Yes
• Any other security certifications:
  • NIST SP-800-53
  • GDPR Compliance and meeting of the Data protection Act principles

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: What is security governance?
• Information security policies and processes: Our Information Security policies defines common security requirements for all Link Mobility personnel and systems that create, maintain, store, access, process or transmit information. This policy also applies to information resources owned by others, such as contractors, in cases where Link Mobility has a legal, contractual or fiduciary duty to protect said resources while in Link Mobility custody. In the event of a conflict, the more restrictive measures apply. This policy covers Link Mobility network system which is comprised of various hardware, software, communication equipment and other devices designed to assist in the creation, receipt, storage, processing, and transmission of information. This definition includes equipment connected to any Link Mobility domain or VLAN, either hardwired or wirelessly, and includes all stand-alone equipment that is deployed by Link Mobility at its office locations or at remote locales.; ; Our information security team, including our Data Protection Officer, provides full oversight on adherence to these policies, such as the completion of mandatory information security training for all employees.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: LINK Mobility have a formal change management process: This includes the impact on our technology solutions throughout their lifetime: ; •SDLC–Changes handled through the formal software development life cycle will be included within the company’s change management program; •Hardware–Installation, modification, removal or relocation of computing equipment.; •Software–Installation, patching, upgrade or removal of software products including operating systems, access methods, commercial off-the-shelf (COTS) packages, internally developed packages.; •Database–Changes to databases or files including additions, reorganizations and major maintenance.; •Application–Application changes being promoted to production, the integration of new application systems and the removal of obsolete elements.; •Changes to system configuration
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: LINK Mobility deploy a vulnerability assessment solution which scans the network infrastructure for devices on a scheduled periodic basis and generates a report on the vulnerabilities identified across all assets. ; ; This automated technology can adhere to other established processes for change control, ticketing, and asset security. To achieve better remediation outcomes, vulnerabilities are prioritized (in Tenable.io) by considering the following key drivers (instead of relying simply on the CVSS score); ; These scores are then used to prioritize remediation activity. These scans are carried out on a twice monthly basis.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: To be continued
• Incident management type: Supplier-defined controls
• Incident management approach: We have fully defined incident management process for all users.; ; This includes a 365/7/24 english speaking support desk which can be contacted via email or by phone.; ; Each incident is classified into a incident priority level with each level being served by a resolution service level agreement.; ; Once resolved, the team can provide root cause analysis documentation on request. Access to a fully detailed incident management process document can be supplied to buyers on request

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

Social Value

• Fighting climate change:

  Fighting climate change

  LINK Mobility have committed across the organisation to fight the effects of Climate Change. This is detailed on our corporate website https://linkmobility.com/investors/sustainablilty
• Equal opportunity:

  Equal opportunity

  LINK aims for its workforce to be truly representative of all sections of society and for each employee to feel respected and able to perform at their best. It is LINK’s purpose to:; ; Provide equality, fairness and respect for all employees.; ; Not unlawfully discriminate because of characteristics of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (including colour, nationality and ethnic or national origin), religion or belief, sex and sexual orientation.; ; Oppose and avoid all forms of unlawful discrimination. This includes in pay and benefits, terms and conditions of employment, dealing with grievances and discipline, dismissal, redundancy, leave for parents, requests for flexible working, selection for employment, promotion, training or other developmental opportunities.; ; LINK is committed to encourage equality, diversity and inclusion in the workplace and believes it to facilitate for better business results. LINK considers focus on equality and diversity an important element in attracting, recruiting and retaining skilled employees. As an international company located in several geographies with extensive use of online work methods, LINK has a country agnostic advantage in its talent search.

Pricing

• Price: £99 a licence
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: We provide access to the Omnichannel service for a 30 day period and up to 100 messages free of charge for testing.; ; This would also include the temporary use of a Virtual Mobile Number for two way messaging testing.

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 carlos.conceicao@linkmobility.com. Tell them what format you need. It will help if you say what assistive technology you use.