Arwen AI Limited

Moderate

Auto Moderation of Social Media Channels

Features

• Social Media Comment Auto-Moderation
• Social Media Manual Comment Moderation
• In-App Operational Reporting
• Bespoke AI Boundary Settings
• Support for Instagram, Facebook, x.com, YouTube and TikTOk
• Social Media User Moderation

Benefits

• Protect your Brand on Social Media
• Improve Wellbeing of social media managers
• Remove Toxic and Unwanted comments from social media
• Review Comments made on your social media accounts
• Improve Post Ranking
• Improve Engagement
• Reduced Cost of Acquiring Customers

£995 a licence a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 matthew@arwen.ai. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

582159517352139

Contact

Matthew McGrory
01252279665
matthew@arwen.ai

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: 72 hours notice of any planned maintenance windows. The service is used in conjuntion with social media networks and currently supports profiles on X.com, Instagram, FaceBook, Youtube and TikTok.
• System requirements: Up to Date Browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Priority 1 - within 4 hours.; Priority 2-4 - Response within 4 hours during Office Hours - Mon - Fri UK Times
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: No
• Support levels: Service Desk Support - Mon - Fri Office Hours 9am - 5pm for Non-Urgent support requests. ; Priority 1 support requests via Phone and/or email 24X7
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Typically they will have a 30 minute call to do onboarding during which they will be guided through setting up their user account and authenticating their social media profiles within Arwen Moderate. There will also be some basic training on the main features of Arwen.; ; If users are more competent then training videos can also be provided.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: They can request it up to 30 days post contract completion and it will be provided to them in a digital format for download. 30 days post the end of the contract all the data is deleted.
• End-of-contract process: Typically the auto-moderation service is switched off. The user can still gain access to their Arwen Moderate account for 30 days after the end of the contract to review data and download it if required. After that all data is erased.

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: No
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: The API Service is a bespoke service and based on user requirements it is not an Open API.
• API documentation: No
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Reports can be customised.; The moderation Settings can be customised for each social media profile.

Scaling

• Independence of resources: Arwen Moderate uses AWS Llamda services that scale automatically based on the demand from clients maintaining the service for everyone.

Analytics

• Service usage metrics: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to 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: No
• 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 Tigerscheme qualified provider or a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: No
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users can be provided all their data via Data Transfer which is provided via requesting it from the support service. Or they can access data via the dashboard or via Reports.
• Data export formats: CSV
• Data import formats: CSV

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.5% Availability to the application.; If the service drops below 90% availability in a month period then a Service Credit of 40% is applied.
• Approach to resilience: Dual Data Centre Business Continuity Setup.
• Outage reporting: Email alerts and Web Page.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Two factor authentication is employed and access is restricted only to employees requiring access to carry out their role.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Username or password

Audit information for users

• Access to user activity audit information: Users contact the support team to get audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 28/02/2024
• What the ISO/IEC 27001 doesn’t cover: Nothing
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

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: A Full ISO27001:2022 Compliant IS Policy is in place. Our CTO is the Info Security Manager.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Advisory Board manages the Change Management process. All major changes require approval by that board.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: AWS Services typically apply patches immediately. Threats to service are monitored through AWS native security services.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Using Native AWS Monitoring Services to alert and notify of any Security Incidents. Security Incident process in place to report incidents and escalate based on priority.
• Incident management type: Supplier-defined controls
• Incident management approach: P1 events have a pre-defined process involving technical and managerial resources. Users can report incidents via phone or email and updates are provided by the same mechanisms.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Wellbeing

  Wellbeing

  Arwen Moderate provides auto-moderation by AI based models so humans don't have to experience the toxic and negative comments themselves. All of our clients experience a vastly improved mental health experience as a result of Arwen being put in place.

Pricing

• Price: £995 a licence a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: 2 week free trial license.

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 matthew@arwen.ai. Tell them what format you need. It will help if you say what assistive technology you use.