UMBRELLA INSIGHT LTD

Gather

Customer Engagement and staff retention cloud based feedback service

Features

• Real time reporting
• Dashboard data graphics
• 24/7 accessibility

Benefits

• Data driven improvements

£20 a licence a month

• Education pricing available
• 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 louise@wegather.info. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

587321349444516

Contact

Louise Newman
07870279664
louise@wegather.info

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: It can be used to gain feedback on a multitude of other services such as products, services such as training, care, HR and more
• Cloud deployment model: Private cloud
• Service constraints: No
• System requirements:
  • The organisation only needs to have a web browser
  • And internet access
  • No software to install
  • No intergration
  • No requirements for additional hardware
  • Can be up and running in minutes

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Responses are within 4 hours 7 days a week
• User can manage status and priority of support tickets: No
• Phone support: No
• 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 A
• Web chat accessibility testing: We take advantage of standard browser cabilities such as "read aloud" and pinch and zoom to see smaller text
• Onsite support: Yes, at extra cost
• Support levels: We only have three support levels.; ; 1 - Being the highest as it impacts their organisaition highly - resolution target 2 hours; 2 - Middle impact Resolution with 16 hours; 3 - Low impact Resolution with 5 working days.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a complete online training capability via the knowledgebase. The solution is highly intuitive without the need for any IT skills or experience.; We will also be incorporating assistance/guidance tools to help acclimatise users when initially using th platform
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: They can simply export their data to excel at any point through their subscription
• End-of-contract process: We have two levels of subscription.; User - single user; Pro - Multiple users who can collaborate in creating surveys and more.; In Pro you can also set up data segregation between anything you want, but by example, locations, departments, teams, etc.; At the end of the contract the data is automatically destroyed, It is the orgainsations(customer) responsibility to export their data, we provide the easy tools to do it.

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: Our solution is designed to be ”mobile first” and “responsive design”. This means our primary design is to ensure a great mobile experience, so it doesn’t scroll off the screen etc. Also responsive refers to the fact the software will adapt its display to the device it’s being accessed on automatically, to ensure the best experience.
• Service interface: No
• User support accessibility: WCAG 2.1 A
• API: Yes
• What users can and can't do using the API: The API provides easy connectivity to other services. However, we chose to work with our clients to clearly understand their requirements and ensure we give them an optimised API connectivity
• API documentation: No
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: They can completely rebrand the solution as theirs. So all aesthetics are customisable. As are text and images.; We have two levels of users:; 1. Admin; 2. Member; There are some restrictions on Member but these are typically around security and priveleges not aesthetics.

Scaling

• Independence of resources: We use AWS elastic beanstalk technology which means our underlying technology will expand and contract automatically based on load.

Analytics

• Service usage metrics: Yes
• Metrics types: Serive metrics are shown in the organisations portal's dashboard
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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
• 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: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with CSA CCM v3.0
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Straight to excel. Very easy. You can export all or filter your selection in a multitude of ways
• Data export formats: Other
• Other data export formats: .xls
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks: IPsec or TLS VPN gateway
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: 99.99% as detailed by AWS
• Approach to resilience: AWS take care of our infrastructure resilience putting in place load balancers and failovers in the event of failure.
• Outage reporting: Email alerts

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Username or password
• Access restrictions in management interfaces and support channels: We have two autorisation levels.; 1. Administration which have access to everything and grant others access.; 2. Members who have restricted access and viewing rights.; ; In addition you can build further restrictions such as; Locations, Departments, Teams to restrict users to the data they can see. This is all fully customisable by the business. We call this our "data segregation" feature.
• Access restriction testing frequency: At least once a year
• Management access 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: At least 12 months
• Access to supplier activity audit information: Users contact the support team to get 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: EY CertifyPoint
• ISO/IEC 27001 accreditation date: 22/11/2023
• What the ISO/IEC 27001 doesn’t cover: Companies organisational processes
• ISO 28000:2007 certification: No
• CSA STAR certification: Yes
• CSA STAR accreditation date: 22/11/2023
• CSA STAR certification level: Level 3: CSA STAR Certification
• What the CSA STAR doesn’t cover: None
• PCI certification: Yes
• Who accredited the PCI DSS certification: Stripe
• PCI DSS accreditation date: 01/01/2022
• What the PCI DSS doesn’t cover: We use Stripe who have had an independent PCI Qualified Security Assessor (QSA) audited and certified Stripe as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.
• 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: We follow those as documented in the ISO27001 guidelines.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: These would be the responsibility of AWS which would conform to such practices as part of their ISO27001 accreditation.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability threats can be sort from multiple sources such as anti-virus or third party declarations on their products; We would seek direction on the level of threat and act accordingly, deplying any resolution to our pre-production environment, prior to our production environment
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Potential compromises would be accounted for and then audited to evaluate the extent of the compromise, all recorded in the Risk Management and Accreditation Document Set (RMADS)
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: Users can submit incidents either via email to our support email address or via our portal's ticket system.; We then track and manage our incidents via our incident management system.

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

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Through the use of our platform paper based systems can be retired

  Equal opportunity

  Our platform helps organisations understand their maturity to Equality, Diversity and Inclusion

  Wellbeing

  Our platform has a track record of helping employees with their wellbeing, whilst simultaneoulsy making it easier for the employer to give the necessary support, whether this be directly or via digital signposting.

Pricing

• Price: £20 a licence a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: The free version will enable you to understand the fundamentals of the platform, but without the capabilty to have multiple users on the platform to collaborate with.
• Link to free trial: https://manage.wegather.info/auth/register

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 louise@wegather.info. Tell them what format you need. It will help if you say what assistive technology you use.