Hootsuite Inc

Technical Account Management Services

Enhanced technical consultation services to support customers throughout
their Hootsuite journey.

Features

• Report Creation and Recommendations
• Admin Product Overview & Workshops
• Report Creation and Recommendations
• Technical Consultation & API Support
• Platform Audit & Optimization
• Operational & Risk Assessment
• Advanced Inbox routing & prioritization setup and maintenance
• Complex User Management
• Sandbox access incl. setup, maintenance
• Dashboard Creation

Benefits

• Dedicated Technical Resource
• Risk Management
• Guaranteed availability for advanced support for complex projects

£640 to £640 a unit an hour

• Education pricing 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 Gcloud@hootsuite.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

531382893870207

Contact

Robert Mumby
00447737472732
Gcloud@hootsuite.com

Planning

• Planning service: Yes
• How the planning service works: Hootsuite's Technical Account Management Team provides enhanced technical consultation services to support customers throughout their Hootsuite journey.; ; Service features; ; Report Creation and Recommendations; Admin Product Overview & Workshops; Report Creation and Recommendations; Technical Consultation & API Support; Platform Audit & Optimization; Operational & Risk Assessment; Advanced Inbox routing & prioritization setup and maintenance; Complex User Management; Sandbox access incl. setup, maintenance; Dashboard Creation
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Hootsuite Enterprise
  • Hootsuite Advanced Inbox
  • Hootsuite Amplify
  • Hootsuite Advanced Analytics
  • Hootsuite Ads

Training

• Training service provided: Yes
• How the training service works: Hootsuite's Technical Account Management Services are intended to support advanced use of the Hootsuite platform by assisting with complex system configuration operations - rather than to act as a training service. Hootsuite does also provide a 'Product Training' service (see 'Hootsuite Product Training')
• Training is tied to specific services: Yes
• Services the training service works with:
  • Hootsuite Enterprise
  • Hootsuite Advanced Inbox
  • Hootsuite Advanced Analytics
  • Hootsuite Social Advertising
  • Hootsuite Amplify

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: Enhanced technical consultation services to support customers throughout their Hootsuite journey. This services provides support with complex tasks such as:; -Report Creation and Recommendations; -Admin Product Overview & Workshops; -Report Creation and Recommendations; -Technical Consultation & API Support; -Platform Audit & Optimization; -Operational & Risk Assessment; -Advanced Inbox routing & prioritization setup and maintenance; -Complex User Management; -Sandbox access incl. setup, maintenance; -Dashboard Creation
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Hootsuite Enterprise
  • Hootsuite Advanced Inbox
  • Hootsuite Amplify
  • Hootsuite Advanced Analytics
  • Hootsuite Ads

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: Details on Hootsuite's processes for quality assurance and performance management for its platform can be found in the Hootsuite Enterprise Service https://www.hootsuite.com/en-gb/legal/enterprise-service-level-agreement and in the Hootsuite Trust Center https://trustcenter.hootsuite.com/

Security testing

• Security services: Yes
• Security services type:
  • Security risk management
  • Security audit services

Ongoing support

• Ongoing support service: No

Service scope

• Service constraints: Hootsuite is a SaaS solution. An internet connection and web browser are required. Like all SaaS platforms, Hootsuite does not have periodic releases of updates or software versions. Rather, our development teams work to improve our platforms on a continual basis. Updates are made on a daily basis – as such it is not practical (or possible) to provide notification of updates. Please note that each platform will be operational and available to Customer 24 hrs/day, 7 days/week at least 99.9% of the time in any calendar months. Please see the following link for more details: https://hootsuite.com/legal/enterprise-service-level-agreement.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: -4 hour SLA for customers who purchase 'Premier Services' -1 business day SLA for customers who do not purchase 'Premier Services'
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: Hootsuite continually reviews the accessibility of its services and works with a third party accessibility speacialist to ensure that we are maintaining optimal standards in this areas. Hootsuite is WCAG 2.1AA compliant Hootsuite provides customer service training to our employees on our accessibility policies and procedures, including services and features that provide accessibility to our customers. We are committed to working towards an inclusive environment that is accessible to all.
• Support levels: Premier Services Customers: -4hr SLA -web chat, ticket (email) & phone Non Premier Services Customers: -1 business day SLA -web chat & ticket (email)

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Control Gap Inc.
• ISO/IEC 27001 accreditation date: 11/09/2021
• What the ISO/IEC 27001 doesn’t cover: Hootsuite is PCI compliant as Level 3 Merchant. Hootsuite has contracted with PCI DSS compliant third-party payment processors to handle all credit card transactions. Hootsuite itself does not collect, process, or store any PCI data. Hootsuite systems are PCI DSS v3.2.1compliant with respect to the mechanisms they use to communicate with the third-party payment processors. Hootsuite Security reviews the third parties' certification annually. Please note that Hootsuite enterprise customers are invoiced and therefore don't use credit card payments.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Control Gap Inc.
• PCI DSS accreditation date: 11/09/2021
• What the PCI DSS doesn’t cover: Hootsuite is PCI compliant as Level 3 Merchant. Hootsuite has contracted with PCI DSS compliant third-party payment processors to handle all credit card transactions. Hootsuite itself does not collect, process, or store any PCI data. Hootsuite systems are PCI DSS v3.2.1compliant with respect to the mechanisms they use to communicate with the third-party payment processors. Hootsuite Security reviews the third parties' certification annually. Please note that Hootsuite enterprise customers are invoiced and therefore don't use credit card payments.
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • FedRAMP LI-SaaS
  • SOC 2 Type II

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Please review the following link for more information on the social impact Hootsuite commits to: https://www.hootsuite.com/social-impact.

  Tackling economic inequality

  Please review the following link for more information on the social impact Hootsuite commits to: https://www.hootsuite.com/social-impact.

  Equal opportunity

  Please review the following link for more information on the social impact Hootsuite commits to: https://www.hootsuite.com/social-impact.

  Wellbeing

  Please review the following link for more information on the social impact Hootsuite commits to: https://www.hootsuite.com/social-impact.

Pricing

• Price: £640 to £640 a unit an hour
• Discount for educational organisations: Yes

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