Orlo

Social Media Management Software

Orlo is the UK's number one social media management platform and the only one designed for the public and third sectors. Hundreds of organisations, including 3/4 of UK constabularies, 30% of local councils and many housing associations, rely on Orlo to connect with the communities they serve, via digital channels.

Features

• Create, publish and schedule posts
• Post across Twitter, Facebook, Instagram, Youtube, LinkedIn, TikTok and Nextdoor
• Unified Inbox for all inbound interactions across channels
• Post approvals
• Content calendar
• CRM Integrations
• Performance analytics
• Social Listening
• Surveys
• UK-hosted data: ISO27001, ISO22301, Cyber Essentials, Cyber Essentials Plus accredited.

Benefits

• Create posts and manage multi-channel campaigns from one place
• Engage with your community on the channels they use
• See all your digital conversations in one simple inbox
• Retain control of posted content and collaborate within the platform
• Ensure you're consistently engaging with your community
• Enrich your customer information with your digital conversation data
• Understand the impact of your efforts with powerful reports
• Full audit history of all activity taking place in Orlo
• Listen across thousands of online data sources and find trends
• Capture the voice of your community

£800 to £2,000 a user a year

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 hello@orlo.tech. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

531583187297369

Contact

New Business Team
0121 368 1420
hello@orlo.tech

Service scope

• Software add-on or extension: No
• Cloud deployment model: Hybrid cloud
• Service constraints: None
• System requirements:
  • Browser
  • Internet connection

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our help desk is available from 8:00am to 6:00pm GMT, Monday to Friday. We provide both live chat and email support channels. During office hours we typically respond to live chat enquiries within 5 minutes, with emails taking slightly longer. Our guaranteed response times, which we consistently outperform are as follows: Live chat < 30 mins Email support < 4 hours. For urgent issues outside of these hours, a number will be provided to reach an on call member of the Support Team.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: You can access web chat via the Website, App, or the Orlo platform itself. Messages can contain file attachments (images, video etc.)
• Web chat accessibility testing: Though we do not employ any assistive technology, testing is conducted on a daily basis via our own use of the platform which we use to engage with our clients.
• Onsite support: Yes, at extra cost
• Support levels: Onsite training and support is optional and delivered at a cost of £2000 per day + expenses and vat ; ; Online training is free of charge, available to all Orlo users and is unlimited. Training is hosted via webinar and can be held in group or individual sessions. ; ; Live-chat - We free provide in-app live-chat for all users of Orlo. Here you can chat with our in-house specialist team in Birmingham. 5 days a week, 8:30am - 5pm
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Depending on the specific needs of the client we offer the option of onsite training, online only training or a combination of both as part of our on-boarding experience. Unlimited online training is available as standard. For those that need to get up and running quickly we also offer a rapid deployment programme which could get you live in a matter of hours. Our rapid deployment plan includes the following:; - Bespoke onboarding plan; - Free ongoing training to your core team; - Dedicated Customer Success Manager to ensure best practice; - Ongoing support - Live Chat, Phone and Email ; - 6 week check to review and refine your strategy
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Clients can simply download their data to their own servers at the end of the contract, including all:; - Social messages; - Outbound messages; - Reports
• End-of-contract process: There are no additional costs for off-boarding.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: There is no difference between mobile and desktop service.
• Service interface: No
• User support accessibility: None or don’t know
• API: Yes
• What users can and can't do using the API: Our API can be used to talk to almost any CRM securely and easily, updating it with messages in real-time. The API can also pull data from CRM’s back into Orlo. The API can also be used for building “call queues” for agents working on multiple channels. We have technical engineers and full documentation available to guide you through this.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: It is possible to customise which data fields are visible to specific users, displaying more or less data, depending on their access levels. Individual users can also set preferences as to which data they would prefer to see within their Orlo Inbox - setting filters to apply each time they login. Page templates can be created to enable certain users to work within a defined framework and admins can create customised pages to set up their dashboard in the way that they prefer to work. There is the ability to create custom listening streams, searching for the terms that are relevant and important to your brand. These streams feed a suite of widgets that can be put together into customised reports and filtered in a variety of ways to suit your organisation. Our Live Chat and Chatbot can also be customised both aesthetically and in terms of the language used, with the Chatbot's knowledge base fully customisable.

Scaling

• Independence of resources: We provide a high level of in house customer service. As our company has grown we have recruited talent to add to our teams to continue that level of support to all our clients. We continue to assess response times and aim to continue the high standard as our business scales and user numbers grow.

Analytics

• Service usage metrics: Yes
• Metrics types: Our Account Report details social usage across all accounts and our Team Report covers how much your colleagues are utilising the platform as a whole. In addition we offer sentiment and emotion analysis, trend detection, theme mapping, SWOT analysis, performance metrics and an analytics with a number of reports, workflows and audit trails. Our reports are free and unlimited and are downloadable in a single click or sent to the inbox and are available in pdf or xml formats.
• Reporting types:
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

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

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • 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: ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Data can be downloaded into CSV or PDF files
• Data export formats:
  • CSV
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • ODF

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Orlo will provide a monthly uptime percentage greater than 99%. The Uptime SLA does not apply to any performance issues: (i) caused by factors outside of Orlo's reasonable control; (ii) that resulted from any actions or inactions of you or any third parties. Help Desk Our help desk maintains cover from 8:30am to 5pm for day to day issues. This includes: ● “Live chat” - response times < 30 mins ● Telephone - response times < 30 mins ● Support Email - response times < 4 hours A number will be provided to reach an on call member of the support team for urgent issues which happen outside of these core hours.
• Approach to resilience: Uptime; ; Orlo maintains a publicly available system-status webpage, including system availability details, scheduled maintenance, service incident history, and relevant security events. We also monitor all our upstream providers.; ; Backups; ; We back-up all our critical assets to separate servers using encryption in transit. We manually document and audit backups weekly through our audit plan to ensure they're valid and working. Annually we attempt to restore our system, including backups, to guarantee a fast recovery in the unlikely event of disaster.; ; Disaster Recovery; ; Orlo regularly reviews its business continuity policy and disaster recovery plan in the unlikely event of a disaster to ensure minimal disruption for customers. This is tested and updated yearly. We review social networks for upcoming changes as part of our audit plan, to ensure customers are not left behind or without service due to changes.; ; Redundancy ; ; Orlo is ISO22301 certified. Regarding infrastructure, Orlo maintains highly available databases where possible, so if a server went offline, our service would continue without interruption or data loss. Where we're unable to use highly available databases, we have hot slave databases ready to go in the unlikely event of server failure. All our networks are highly available and API servers are auto-scaling.
• Outage reporting: We offer alerts and a public dashboard detailing the nature of any incidents. In the unlikely event of an outage, all admins will be notified immediately via email. Customer Success Managers will also be on hand to keep our customers updated.

Identity and authentication

• User authentication needed: Yes
• User authentication: 2-factor authentication
• Access restrictions in management interfaces and support channels: 2-factor authentication; ; We provide 2-factor authentication, minimum password complexity and SSO to protect our users from account takeover attacks. This security measure is optional. ; ; Account takeover protection; ; We protect our users against data breaches by monitoring and blocking brute force attacks. You can also logout any session remotely if a device has gone missing or otherwise.; ; Single sign-on; ; Single sign-on (SSO) SAML is offered for our enterprise customers. Single sign-on (SSO) is available using your Google account.
• Access restriction testing frequency: At least every 6 months
• Management access authentication: 2-factor authentication

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: User-defined
• Access to supplier activity audit information: Users receive audit information on a regular basis
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: UKAS
• ISO/IEC 27001 accreditation date: 01/03/2022
• What the ISO/IEC 27001 doesn’t cover: Everything is covered by the certification.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: Yes
• Other security certifications: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: The protection of our clients’ data is at the heart of our business. We have a strong culture of compliance, which is embedded within our software, systems and processes. Our personnel are trained to understand the importance of data protection and to apply its principles. We have a designated privacy officer to guide our business on compliance and have specialist external advisers that we can call on for additional support. Compliance is monitored through various activities, including internal auditing and analysis of incidents.
• Information security policies and processes: Our CTO Ben Nimmo is our Chief Security Officer. In the case of a security issue he is the person charged with fixing it. Ben is office based in Birmingham and otherwise is available via mobile. We hold a strictly limited number of employees who have access directly to the data, passwords, servers and databases. They have all worked directly for the company for over 6 months. All code is managed and deployed through a system that both tracks and audits all code and the developers' actions. This is reviewed by senior developers.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All of our components and their iterations are tracked in a version control system called "Git". Before deploying to live code base, they are internally tested for security problems, code reviewed by an alternative developer, tested and then released.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: The company subscribes and maintains a list of sources of which threats are released. These are reviewed by high-level administrators on release, and then the recommendations reviewed by the board level security officer as to the severity and applicability to our service. High-risk exploits are patched the same day to ensure the highest level of confidence in our data.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We use technologies to monitor exceptions, logs and detect anomalies in our applications.; ; We collect and store logs to provide an audit trail of our applications activity.; ; Our audit plan covers security checks.; ; Our servers automatically run and update antivirus scanners.; ; We have procedures in place to triage and remedy reported bugs and security vulnerabilities for product and service offering.
• Incident management type: Supplier-defined controls
• Incident management approach: Once an incident has been discovered, we have predefined processes that are carried out by key members of staff skilled to deal with such an incident. Our customers have a dedicated point of contact for all queries. Our support staff are both technical and knowledgeable of the processes and who to immediately report any incidents to. We will provide regular updates and summaries after the incident via email to the relevant clients or on the public support desk.

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

  Social value information will be provided upon request.
• Covid-19 recovery:

  Covid-19 recovery

  Social value information will be provided upon request.
• Tackling economic inequality:

  Tackling economic inequality

  Social value information will be provided upon request.
• Equal opportunity:

  Equal opportunity

  Social value information will be provided upon request.
• Wellbeing:

  Wellbeing

  Social value information will be provided upon request.

Pricing

• Price: £800 to £2,000 a user a year
• Discount for educational organisations: No
• Free trial available: No

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 hello@orlo.tech. Tell them what format you need. It will help if you say what assistive technology you use.