Totara TXP - Perform - Integrated Learning and Performance Management System

Service scope

Software add-on or extension: No
Cloud deployment model: Public cloud

Private cloud
Service constraints: Every instance of the system is designed and provided to meet the needs of each customer.

Planned maintenance is excluded from SLA calculations. At least 5 working days of notice will be provided for any maintenance taking place between 5pm and 8am. At least 10 working days of notice will be provided, for any maintenance taking place between 8am and 5pm. System patch updates and upgrades will be scheduled in line with customer requirements to meet local timeframes and to avoid 'busy' periods.
System requirements: PC or Mac

Microsoft Windows XP or higher

Mac OS X 10.5 (Leopard) or higher

Microsoft Internet Explorer 8 or higher

Firefox 3 or higher

Safari 4 or higher

Minimum bandwidth 256 kbps

User support

Email or online ticketing support: Email or online ticketing
Support response times: The Online Helpdesk is available 24/7/365.

Tickets are responded to during UK Office Hours;

Monday to Thursday 8.30am - 5.30pm
Friday 8.30am - 5pm
Saturday and Sunday - Closed

Tickets are responded to based on priority and due date with normal level queries being resolved within 4 days, high /urgent level queries within 1 day.
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: 9 to 5 (UK time), Monday to Friday
Web chat support: No
Onsite support: Onsite support
Support levels: ALL IMPLEMENTATIONS INCLUDE;
UK Based Hosting;
HTTPS /TLS /SSL Security;
Server and stack maintenance;
Sandpit Staging environment;
System maintenance patch /bug fixes;
Branding to reflect the organisational identity;
Site build and configuration;
Administrator training 1 Day;
Online Helpdesk 24/7/365;

ADD SILVER SUPPORT LEVEL (£6,525.00) includes;
Dedicated Account Manager;
Pre-Deployment Support 2 Days;
Project Management 2 Days;
Administrator Training 2 Days;
Annual Development Days 6 Days;
Online & Telephone Helpdesk Unlimited;
Adapt Content Authoring Tool Unlimited;
Customer Conference;
ADD GOLD SUPPORT LEVEL (£10,875.00) includes;
Dedicated Account Manager;
Pre-Deployment Support 3 Days
Project Management 3 Days;
Administrator Training 3 Days;
Annual Development Days 9 Days;
Online & Telephone Helpdesk Unlimited;
Adapt Content Authoring Tool Unlimited;
Adapt Branding 1 Theme;
Customer Conference;

ADD PLATINUM SUPPORT LEVEL (£15,950.00) includes;
Dedicated Account Manager;
Pre Deployment Support 5 Days;
Project Management 4 Days;
Administrator Training 4 Days;
Annual Development Days 12 Days;
Online & Telephone Helpdesk Unlimited ;
Adapt Content Authoring Tool Unlimited;
Adapt Branding 1 Theme;
Customer Conference;
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Upon agreement a project planning workshop takes place to scope the deployment, responsibilities and timeframes.

Design and theming is agreed so the site can go-live with local branding.

Our process will be to ensure that on an agreed date you stop using your legacy system and migrate all activities to the new system. To ensure this we discuss and agree the data that will be migrated across from the previous system to the new system. This is in agreement with yourselves and inline with your reporting requirements. There will be 2 extracts. The first will be a full extract up to an agreed cut off date. The second extract will be from that cut off date to the new system go live date.

Data templates are populated with the required data and uploaded to the new LMS.

A ‘go-live’ date is agreed for the new LMS at which point you will be trained in the live system, with your legacy data so you can start using the system from ‘day 1’. Training day are not consecutive to allow administrators to learn the basics on days 1, and then learn functions pertinent to local rollout plans on day 2 /3.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Word

Excel

Online Project Toolkit
End-of-contract data extraction: A full copy of the database would be provided on request at the end of any contract.

The end user can extract data at any time during the contract period using core system reports.

All data input can be retrieved.
End-of-contract process: Upon termination of the contract a process will be agreed to provide access to data from within the system. The customer can extract any data they require through front end reports and we will supply a full copy of the database. The system code including code for any customisations /plugins will not be provided; any efforts to restore the system by the customer will be by use of Totara Seedlings or Moodle. There will be a single cost of £1,500 (ex VAT) to provide a copy of the DB and access to the server via SFTP. Upon expiry of the agreement any specific reports that the customer requests from the supplier will be charged at the standard day rate

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: Out-of-the-box Totara products are designed to be fully responsive – meaning the user interface will adjust seamlessly depending on what device you are using; desktops, laptops, tablets or smartphones.

All features available on the desktop site are available on the mobile site. The site responds to the screen size and distributes content appropriately to be displayed on desktop, smartphone and tablet devices.

Totara also provides a native App that is focussed on consumable learning, and which is downloadable from both the iOS and Android app stores. The App is at no additional cost to Totara end users or organisation,
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: RESTful, SOAP, XMLRPC, JSON and AMF, SCORM and LTI standards, NTLM, Shibboleth. LDAP and SAML, SQL and Oracle database connections
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: The system is highly configurable to meet local requirements. Home-pages, navigation menus and dashboards can be configured by the site administrators.

Within the front end we can turn on/off specific functionality and design work flows to ensure staff see functions relevant to their role.

Where a customisation is required we work with the customer(s) to define the process, wireframes to meet specification. This can be with a single customer, or within our customer user groups where collaboration is required /desired.

Customisations are developed by our in-house developers and launched on staging for local testing, and on production once agreement is confirmed.

Scaling

Independence of resources: All services include uptime performance monitoring, server updates, and SSL/TLS security. This can be scaled up if required to accommodate large usage or content needs (costs may increase if more capacity is required).

Our developers have access to dashboards that inform of CPU, RAM and SDD use and any limitations on the service. High level risks are automatically sent to developers by email and SMS for necessary action(s).

All sites are optimised for local usage and monitored for improvement ongoing to ensure all sites operate at optimal efficiency.

Analytics

Service usage metrics: Yes
Metrics types: Service metrics are provided through an online dashboard at administrator level.
Reporting types: Real-time dashboards

Resellers

Supplier type: Reseller providing extra features and support
Organisation whose services are being resold: Totara Learning Europe

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: 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 once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with another standard

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Report results can be exported to a file or automatically emailed as a file attachment in the following formats.

Export in Excel format
Export in text format (CSV)
Export in Open Office spreadsheet (ODS)
Export in PDF format (portrait)
Export in PDF format (Landscape)

Reports can be saved to the file system on the server and schedule reports to run automatically at predefined times.

Totara LMS will automatically run the report and send a copy via email to the email address in the user's profile or save it to the specified directory.
Data export formats: CSV

ODF

Other
Other data export formats: Excel

PDF Landscape

PDF Portrait
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability: We work to make your System available for use over the internet 24 hours per day, 7 days per week. We provide a hardware infrastructure that we calculate, using reasonable estimations and based usage figures that you have provided us, will allow us to provide the service that you need. If the usage patterns of your users increases or changes in profile dramatically, we will inform you of this and suggest a revised hardware infrastructure.

99.5% uptime guarantee.

Backups are kept on and off server so a system can be restored timely.

Planned maintenance is excluded from the calculation. At least 5 working days of notice will be provided for any maintenance taking place between 5pm and 8am. At least 10 working days of notice will be provided, for any maintenance taking place between 8am and 5pm.

If a dispute arises out of or in connection with the contract or performance, validity or enforceability of it (Dispute) then the parties shall follow an agreed procedure.

NB; Changes or enhancements to the infrastructure are subject to agreement and may not be covered by our original contract and fees.
Approach to resilience: This information can be made available on request.
Outage reporting: Hosting and Maintenance includes uptime performance monitoring, server updates, security that can be scaled up if required to accommodate large usage or content needs (costs may increase if more capacity is required).

Our developers are alerted to potential risks via server dashboards that show CPU, RAM and SDD capacity /usage /spikes. Email alerts to our developers are also in use to alert them of issues before they arise.

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)

Dedicated link (for example VPN)

Username or password

Other
Other user authentication: Authentication methods (also known as authentication plugins) include:

Manual accounts: Username and password
No login: Suspends user account.
Email-based self-registration: Enables users to create their own accounts.

// The following methods rely on authentication with an external server /DB.
CAS server (SSO):
External database:
FirstClass server:
IMAP server:
LDAP server:
SAML server:
Moodle Network authentication:
NNTP server:
POP3 server:
RADIUS server:
Shibboleth:
NTLM/Integrated Authentication.

PAM (Pluggable Authentication Modules): Account details come from the operating system Totara is running on, via PAM (can only be used Linux/Unix).
Access restrictions in management interfaces and support channels: Access to management interfaces are through system defined and user defined URPs. Site Administrators can defined as many local URPs as required to reflect local requirements. Full access to define permissions can be granted as appropriate.

Support channel access is determined in agreement with the customer. A user can view their own tickets, or all tickets for their organisation.
Access restriction testing frequency: At least every 6 months
Management access 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: 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: BSI
ISO/IEC 27001 accreditation date: 17/08/2015
What the ISO/IEC 27001 doesn’t cover: A BSI standard which certifies that our data centre management systems conform to their rigorous security standards, especially with regards to managing security risks.

This certification consists of 133 controls and applies to the architecture of the entire Information Security Management System.

Our data centre partners have implemented a complete version of ISO 27001. The Statement of Applicability (SoA), which can be viewed here, allows certified parties to determine which controls apply to them. We have implemented all 133 controls.
ISO 28000:2007 certification: No
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

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: Cyber Essentials
Information security policies and processes: We have policies in place for;

- Business continuity;
- Confidentiality and Data Sharing;
- Information Governance and security;
- Hosted services SLA;

We have standard operating procedures for all employees for core processes to ensure that information security is adhered to, All staff are required to agree to and sign the above mentioned policies, and are monitored via quarterly reviews.

The reporting structure is as below;

- Learning System Consultants report to the Managing Director;
- Senior Developer reports to the Managing Director;
- Helpdesk Support Technicians report to the Senior Developer;
- Junior Developers report to the Senior Developer;

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: If either party requests a change to the scope or execution of the Services including patch updates /upgrades, the Supplier shall provide a written estimate of the likely time required to implement the change including any necessary variations to the Supplier’s charges, the likely effect of the change and any other impact of the change on this Agreement.

Once agreed the changes, any addition costs, the Services, Project Plan and any other terms of this Agreement will be updated. All changes are tested in a staging environment for local testing prior to installation to the production environment.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: We have intrusion detector service for each server that monitors all servers and ports combining port scanning with regular vulnerability assessments of the configuration and software to highlight potential areas of exploit.

We monitor changes to configuration and binaries, maintaining a change audit trail.

Alerts are sent to an email address whenever a significant event occurs on the server allowing us to react where necessary. We then take any necessary actions to fix the vulnerability (even if the alert is a false positive). This include DDOS attacks or brutal force attacks and monitors all changes in the system.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: We combine port scanning with regular protective assessments of the server configuration and software in order to highlight potential areas of exploit. We actively monitor all connections to our servers controlling access only to approved users /machines on dedicated IP addresses.

Where a penetration attack takes place automated emails alert technical staff to the attack so actions can be taken. Following any vulnerability we check if any data was compromised /taken. Access credentials for all users /servers are changed following any vulnerability regardless of status.

Any attacks are managed as the alert is raised with actions immediately taken.
Incident management type: Supplier-defined controls
Incident management approach: User can report incidents within our online Helpdesk by raising a ticket. A complaint /Incident would be allocated to the appropriate team member(s) for investigation. Incidents are dealt with by senior team members.

• Reply acknowledges incident within 5 days
• Record incident in our central register (SharePoint) within 1 day.
• Acknowledge customer reply within 3 days.
• Investigate commences.
• Team member contributions within 5 days
• Examination of replies within 4 days
• Meeting to discuss outcome within 5 days
• Letter to confirm outcome within 2 days

We retain the right to amend process and timescales.

Secure development

Approach to secure software development best practice: Supplier-defined process

Public sector networks

Connection to public sector networks: Yes
Connected networks: Public Services Network (PSN)

NHS Network (N3)

Equal opportunity: Equal opportunity

Full policy available by request. GENERAL 1.1 Chambury Consulting Limited embraces diversity and will seek to promote the benefits of diversity in all of our business activities. We will seek to develop a business culture that reflects that belief. We will seek to widen the media in which we recruit to ensure as diverse an employee and candidate base as possible. We will strive to make sure that our clients meet their own diversity targets. 1.2 Chambury Consulting Limited is committed to diversity and will promote diversity for all employees, workers and applicants and shall adhere to such a policy at all times. We will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. Chambury Consulting Limited will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a Trade Union or spent convictions, and places an obligation upon all staff to respect and act in accordance with the policy. Chambury Consulting Limited is committed to providing training for its entire staff in equal opportunities practice. 1.3 Chambury Consulting Limited will not accept instructions from clients that indicate an intention to discriminate unlawfully.
Wellbeing: Wellbeing

Wellbeing
Our staff wellbeing policy explains and sets out the company’s commitment to the wellbeing of all staff. It outlines how the company will support its staff, its ongoing commitment to staff training, and ensuring that all staff are treated fairly and professionally at all times. Full policy available by request.

Pricing

Price: £8,900 to £43,900 an instance a year
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Access to a dedicated demo zone in order to trial and pilot Totara with a group of users.This may be to try out various features, including blended learning, e-Appraisal, Nurse Revalidation, e-Portfolio, etc. Trial services are time limited and in a shared environment.
Link to free trial: A dedicated URL will be provided following initial meeting

Totara TXP - Perform - Integrated Learning and Performance Management System

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

Totara TXP - Perform - Integrated Learning and Performance Management System

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