Terminalfour Solutions Ltd.

Terminalfour Search

Terminalfour Search is a cloud-hosted website search service for higher education and public sector organisations. It provides fast, relevant, and accessible search across websites and digital content. The service includes indexing, relevance tuning, analytics, and of course, training and ongoing support.

Features

• Easy to use Search with customisable results
• Search analytics and marketing dashboards
• AI-driven improvements in search results
• Synonyms, automcomplete, and spell-check
• Configurable relevance ranking and weighting
• Accessibility friendly search interface
• API access for integration
• Support for large and complex websites
• Advanced Crawler: Full site indexing across content
• Secure cloud managed service

Benefits

• Provide faster, more accurate search results
• Optimise content discovery with AI search
• Tailor search outcomes for different audiences
• Unify search across websites, social media, databases, etc.
• Support and enhance accessibility
• Improve discoverability of key content
• Gain actionable insights into user behavior
• Deliver consistent search performance
• Improve website usability and visitor satisfation
• Robust security, reliability, and scalability

• 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 tenders@terminalfour.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

550808202162232

Contact

Piero Tintori
01753 542 234
tenders@terminalfour.com

About your service

• Service categories:

  Applications

  Content workflow and management

  • Capture
  • Creative

  Content services

  • Content Sharing and Collaboration Applications

  Persuasive content management

  • Website Software
  • Content Marketing Applications

  Enterprise portals and digital workspaces

  • Multi-Audience Portals
• Multi cloud support: No

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: The Terminalfour Platform (web CMS / DXP )
• Cloud deployment model: Private cloud
• Service constraints: N/A
• System requirements:
  • Internet access
  • Optional SSO if using identity integration

User support

• Email or online ticketing support: Yes
• Support response times: With our standard agreement, you have platform support from Monday to Friday from 9 am to 5:30 pm local time. We also manage and monitor the infrastructure 24/7/365, so you can rest easy that everything’s being looked after, day and night.; ; On average, you’ll receive a response to a platform support ticket within 30 minutes. For a high-priority issue, the actual average response time is within 3 minutes.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Terminalfour platform support is included in the annual subscription at no additional cost. Full support commitments, response times, and escalation processes are defined in the Master Cloud Subscription Agreement.; ; During implementation, clients are supported by a dedicated Project Manager. Following go-live, each client is assigned a Client Relationship Manager who acts as the primary point of contact for service management, escalation, and ongoing account support.; ; Clients can access Terminalfour support through an online ticketing system, email, and telephone, with defined response and resolution targets in place. An in-house Client Support team, comprising engineers and developers, supports these roles to ensure timely issue resolution and service continuity.; ; Our support service is continuously monitored and audited to ensure availability, performance, and security, with support processes aligned to ISO 9001 standards. Regular service review sessions are also held with clients, including Net Promoter and satisfaction feedback, to support continuous service improvement.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: Terminalfour supports clients through a structured onboarding process tailored to each organisation. This includes the initial Terminalfour Search implementation, along with training and guidance for administrators and marketing teams. Users are supported by comprehensive product documentation and an online knowledge base. Ongoing support is provided through Terminalfour’s standard support channels.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Prior to contract termination, buyers can export search configuration data and analytics using available tools and documentation. Once confirmed transferred, all retained data is securely purged in line with DoD 5220.22-M and NIST 800-88 data destruction standards.
• End-of-contract process: At the end of the contract, access to the Terminalfour Search service ceases in accordance with the agreement. Clients are responsible for exporting any required data prior to termination.
• Documentation accessibility standard: WCAG 2.2 AA

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Terminalfour Search uses a responsive interface designed to work across desktop and mobile devices. Search results and interfaces adapt to screen size, ensuring consistent usability and accessibility across devices.
• Service interface: Yes
• User support accessibility: WCAG 2.2 AAA
• Description of service interface: Terminalfour Search is accessed through a browser-based interface and APIs. Clients configure search behaviour and review analytics through a secure web interface, while search results are delivered directly to end users on their websites.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Accessibility is considered as part of the design and testing of Terminalfour Search. Testing includes keyboard navigation and screen reader compatibility, with feedback from client institutions used to inform ongoing improvements and ensure alignment with WCAG guidance.
• API: Yes
• What users can and can't do using the API: Terminalfour Search provides APIs to support indexing, integration, and delivery of search results. APIs allow search results to be embedded within websites and applications. Core configuration, relevance tuning, and analytics are managed through the administrative interface rather than the API. API access is authenticated and permission based.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Clients can customise Terminalfour Search through configuration. This includes relevance tuning, weighting, synonyms, indexing rules, presentation of results, and integration methods. Customisation is performed by authorised administrators.

Scaling

• Independence of resources: At Terminalfour, each of our clients benefits from a separate setup. You don't share servers or hosting resources with anyone else. This means our other clients' activities won't affect your publishing and scheduling.

Analytics

• Service usage metrics: Yes
• Metrics types: Terminalfour Search provides usage metrics, including query volumes, popular searches, and performance indicators.
• Reporting types:
  • Real-time dashboards
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: SearchStax

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

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: Yes
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type:
  • Deleted data can’t be directly accessed / Cryptographic Erasure
  • Data Erasure

Data importing and exporting

• Data export approach: Content can be exported for migration, integration, or archival purposes using standard platform functionality and APIs.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • XML
  • JSON
  • HTML
• Data import formats:
  • CSV
  • ODF
  • Other

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Terminalfour offers high availability aligned to industry-standard cloud service levels, typically in excess of 99.9%, with exact targets defined in the Master Cloud Subscription Agreement.
• Approach to resilience: Available upon request.
• Outage reporting: Email and alerts through our service desk product.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Users authenticate to the Terminalfour Platform using secure username and password credentials or through identity federation with an organisation’s existing identity provider. Single sign-on can be configured using standard federation protocols. Multi-factor authentication can be enforced through the identity provider or platform configuration, depending on organisational requirements. Authentication controls are managed in line with role-based access and security policies.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: User-defined
• Access to supplier activity audit information: Users have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

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: ISO 27001 Information Security and data protection are critical to organisations globally. Businesses that are accredited to this standard are safeguarding both their client and company data against potential threats. By integrating a robust information security management system (ISMS), Terminalfour is ensuring that the quality, safety, service, and product reliability of your organisation has been safeguarded to the highest level.; ; All Terminalfour employees are required to report anything that has the potential to be a risk to our ISMS manager via our ticketing system. It’s the ISMS manager’s responsibility to action, investigate, and—where required—mitigate the risk.; ; Terminalfour has 30 policies spanning all aspects of our activities including patch management, customer data protection, encryption, supplier relationships, and physical access controls.; ; As an ISO 27001-accredited organisation, we ensure and provide evidence that we have the correct policies in place and that they’re followed. To ensure our compliance, we conduct internal audits across all policies, have regular ISMS updates as part of our quarterly update sessions, and a monthly ISMS update email is sent to all employees.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All server and application changes are version controlled and managed through a formal change management process. Changes are assessed, approved, tested, and documented in line with Terminalfour’s ISO 27001 Information Security Management System. Change activities are subject to internal controls, review, and audit to minimise risk and maintain service stability.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Terminalfour follows a defined vulnerability management process aligned to its ISO 27001 framework. Vulnerabilities are identified through monitoring, supplier notifications, penetration testing, and security assessments. Reported or identified issues are assessed, prioritised, and remediated based on risk. Remediation actions are tracked and reviewed to ensure timely resolution and protection of client data and service availability.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Terminalfour operates continuous protective monitoring to support the detection of security events and service issues. Monitoring covers platform availability, performance, and security indicators. Alerts and events are reviewed by the support and cloud operations teams, with escalation and response handled in accordance with ISO 27001 policies. Monitoring is performed on a 24/7 basis to support service resilience and rapid incident response.
• Incident management type: Supplier-defined controls
• Incident management approach: Terminalfour maintains a documented incident management process aligned to ISO 27001 and ISO 9001. Clients can report incidents through established support channels. Incidents are logged, assessed, investigated, and escalated as appropriate based on severity and impact. Corrective actions are tracked to resolution, with lessons learned reviewed to support continual service improvement.
• Post-quantum cryptography secure: No

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

Pricing

• Discount for educational organisations: Yes
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: NQA Certification Limited
• ISO/IEC 27001 accreditation date: Monday 29 September 2025
• What the ISO/IEC 27001 doesn’t cover: N/A
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: NQA Certification Limited
• ISO 9001 accreditation date: Monday 29 September 2025
• What the ISO 9001 doesn’t cover: N/A
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications: AWS Higher Education Advanced Partner for Technology

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
    • Plans for an appropriate income replacement policy for staff who are required to spend time away from work to care for a sick dependent or close relative
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Delivery of apprenticeships, supported internships and T Level industry placement opportunities (Level 2, 3 and 4+) in relation to the contract

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Plans for engaging a diverse range of businesses in engagement activities prior to appointing subcontractors (including activities prior to award of the main contract and during the contract term)
    • Activities that demonstrate a collaborative way to work with a diverse range of businesses as part of the supply chain
    • Understanding of local demographics, needs and opportunities for the co-design of the goods, services and works to be delivered under the contract
    • Measures to involve local stakeholders and/or users in design (e.g. in the design of services, systems, products or buildings)

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of employment and skills issues, and of the skills and employment shortages of high growth sectors relating to the contract
    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Collection of the views and expertise of disabled people and their representative organisations on successfully supporting disabled employees or applicants
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce
    • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 7: Creating a pipeline of opportunities: For the contract workforce, reducing barriers to entry for under-represented groups.

    • Understanding of the issues affecting the development of new skills by target cohort
    • Understanding of the underlying factors affecting improvements to reduce barriers to entry and training schemes for the target cohort(s) related to the contract workforce
    • Understanding of issues relating to entering the contract workforce
    • Creation of outreach activities to create a pipeline of employees for the future contract delivery

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition

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