Echo Incident - incident management

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: Slack
Cloud deployment model: Public cloud

Private cloud

Hybrid cloud
Service constraints: Self-hosting requires a docker image.
System requirements: Browser

Slack (optional)

User support

Email or online ticketing support: Yes, at extra cost
Support response times: Within 2 hours during the week.
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: None or don’t know
How the web chat support is accessible: Keyboard Accessibility: Slack provides a list of keyboard shortcuts that allow users to navigate through different areas of the platform quickly. This feature is particularly useful for those who prefer using the keyboard or have difficulty with a mouse. Screen Reader Compatibility: Slack supports the use of screen readers, which are essential for visually impaired users. Screen readers enable users to navigate conversations, read messages, and access information in the Slack desktop app or Slack in a web browser. Commands for Navigating Slack Faster: Slack offers commands that allow users to quickly access different parts of the application, which can be beneficial for those who need to navigate through various channels and conversations efficiently. Animation Preferences: Slack allows users to adjust their animation preferences, which can help reduce visual distractions or discomfort for users with sensory sensitivities. Inclusive and Accessible Communication: Slack emphasizes the importance of inclusive and accessible communication within the platform, ensuring that all users can participate and communicate effectively.
Web chat accessibility testing: Slack behaves more like an application than a web page. We recommend that: NVDA and JAWS users primarily navigate around in focus/forms mode instead of browse mode. All screen reader users use Slack’s desktop application rather than a web browser if possible.
Onsite support: Yes, at extra cost
Support levels: 9am – 6pm business days: 4 hours response time for normal priority issues and 1 hour for critical issues. A technical support manager will be assigned to you, as well as an account manager and cloud support engineers. 24/7 support is available at £10,000 per month.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Training can be provided
Service documentation: Yes
Documentation formats: HTML
End-of-contract data extraction: Request a data extraction, if self hosting take a backup of the database
End-of-contract process: The service becomes unavailable. Data extraction can be requested.

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: Linux or Unix

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: Reduced interface
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: A web interface and a slack interface
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Testing with screen readers
API: Yes
What users can and can't do using the API: Create and manage incidents
API documentation: Yes
API documentation formats: Open API (also known as Swagger)

HTML
API sandbox or test environment: No
Customisation available: Yes
Description of customisation: Anything can be customised, by anyone as long as the licencing terms are met.

Scaling

Independence of resources: We have autoscaling, and customers can self host.

Analytics

Service usage metrics: Yes
Metrics types: Uptime
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

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

European Economic Area (EEA)

Other locations
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 CHECK service provider
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation
Equipment disposal approach: In-house destruction process

Data importing and exporting

Data export approach: SQL or JSON
Data export formats: CSV

Other
Other data export formats: SQL

JSON
Data import formats: CSV

Other
Other data import formats: JSON

Data-in-transit protection

Data protection between buyer and supplier networks: Private network or public sector network

TLS (version 1.2 or above)

IPsec or TLS VPN gateway
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Availability between 99.0% and 99.5% – you will receive a 5% service credit
Availability between 98.0% and 99.0% – you will receive a 10% service credit
Availability below 98.0% – you will receive a 20% service credit
Approach to resilience: Available on request
Outage reporting: A public dashboard
an API
email alerts

Identity and authentication

User authentication needed: Yes
User authentication: Identity federation with existing provider (for example Google Apps)
Access restrictions in management interfaces and support channels: Echoincident implements strict access restrictions in management interfaces and support channels through role-based access control (RBAC) systems. Access to sensitive functions and data is limited to authorized personnel based on their role and job requirements. Multi-factor authentication (MFA) is mandatory for all users accessing these interfaces, ensuring an additional layer of security. Regular audits and compliance checks verify adherence to access policies. These measures prevent unauthorized access and ensure that only credentialed staff can interact with management and support systems, safeguarding customer data and maintaining the integrity and security of our operational processes.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Identity federation with existing provider (for example Google Apps)

Audit information for users

Access to user activity audit information: You control when users can access audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: You control when users can access 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: No
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: Yes
Security governance standards: Other
Other security governance standards: Currently undergoing ISO/IEC 27001 certification
Information security policies and processes: Currently following ISO7001, Cyber essentials Plus security policies

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Echoincident manages its service components through a comprehensive configuration and change management process. Each component is detailed in a configuration management database (CMDB) for tracking through its lifecycle. Changes begin with a proposal outlining potential impacts and undergo rigorous security reviews, including static code analysis and risk assessment. Successful changes are tested in pre-production, then gradually rolled out in production with continuous monitoring. A post-deployment review assesses the change's effectiveness. This methodical approach ensures that all updates enhance system integrity, maintain high security standards, and minimize risks.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Echoincident's vulnerability management process involves continuous assessment of potential threats through automated scanning tools and subscription to leading security advisories. Vulnerabilities are prioritized based on severity, and patches are typically deployed within 24 to 72 hours, depending on the threat level. We source threat intelligence from trusted security databases, industry alerts, and partnerships with cybersecurity firms. This proactive approach ensures rapid response to emerging threats, keeping our services secure against the latest vulnerabilities. The process is integral to maintaining the integrity and resilience of our systems, providing robust protection for our users' data.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Echoincident's protective monitoring processes employ continuous real-time surveillance technologies to identify potential compromises through anomaly detection and behavior analysis. Upon detecting a potential compromise, our incident response team is alerted and responds within minutes. The team assesses the severity, contains the threat, and initiates remediation procedures to mitigate any impact. Our rapid response capabilities ensure that potential compromises are managed swiftly and effectively, minimizing downtime and safeguarding data integrity. This vigilant monitoring and immediate response are central to our commitment to maintaining robust security and operational resilience.
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: Echoincident employs a structured incident management approach with pre-defined processes for common events, ensuring efficient and consistent responses. Users can report incidents through a dedicated online portal, via email, or directly through our customer support hotline. Upon receiving an incident report, our team logs it in our management system, categorizes the severity, and initiates the appropriate response protocol. Post-resolution, we provide comprehensive incident reports to the users detailing the nature of the incident, the steps taken to resolve it, and measures implemented to prevent future occurrences. This approach fosters transparency and continuous improvement in our incident management practices.

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

Fighting climate change
Covid-19 recovery
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

Remote Work and Sustainability: At Bit Zesty, we recognise the urgency of the climate crisis. We've leveraged our remote-first organization structure as a fundamental strategy to reduce our carbon footprint. This approach not only diminishes traditional commuting and office emissions but also aligns with modern workforce needs, enhancing our ecological contributions and reinforcing our role as a climate-conscious leader in the industry. Carbon Neutrality and Continuous Improvement: Bit Zesty is proudly a carbon-neutral organization. We go beyond merely offsetting emissions. We are committed to a rigorous process of measuring and actively reducing our environmental impact. This includes supporting our employees’ individual and collective climate actions and continuously seeking innovative ways to further our sustainability goals. Innovative Approaches to Sustainability: Spearheaded by our Climate Action Group, our initiatives reflect a proactive stance on ecological issues. By fostering a remote work culture, we significantly reduce the environmental costs associated with traditional business operations, promoting a balanced and health-conscious work environment. Partnerships and Future Goals: We partner with Ecologi to fund significant carbon reduction and tree-planting projects to tackle emissions we cannot directly eliminate. These efforts are integral to our strategy of contributing actively to environmental restoration. Looking forward, Bit Zesty is excited to announce our intention to apply for B Corp certification in 2024, formalizing our commitment to accountability and sustainability that considers all stakeholders, including the planet, in our business decisions. Our Pledge: Bit Zesty remains steadfast in our commitment to the planet. We understand that true sustainability is an ongoing effort, requiring continuous improvement and a dedicated commitment to ecological stewardship.

Covid-19 recovery

As we navigate the recovery from the Covid-19 pandemic, the health and well-being of our team and clients remain our top priority. Recognising the challenges posed by the pandemic, we have proactively implemented comprehensive measures to ensure a safe, supportive, and resilient work environment. Adapting to New Work Norms: In response to the pandemic, we transitioned to full remote working, not only to comply with health guidelines but to sustain our commitment to excellent service delivery without disruption. This shift also supports our ongoing commitment to sustainability through reduced commuting and the implementation of travel solutions that minimise environmental impact. Supporting Our Team's Well-being: We have fortified our support for both the physical and mental well-being of our staff. Initiatives include providing the necessary equipment for effective home working, continuing full-time wages during lockdowns. Maintaining Flexible and Safe Working Conditions: As restrictions have eased, we have carefully reopened our shared office, maintaining flexible working practices that allow our team to choose their working arrangements optimally. We continue to leverage collaborative tools to minimise the need for physical contact, adhering to all social distancing guidelines. Continuous Evaluation and Support: We are committed to continually assessing and adapting our policies and practices. This includes exploring innovative work methods, supporting local businesses, and ensuring uninterrupted service delivery to our clients. Our approach is designed to not only respond to current needs but also to strengthen our resilience against future challenges.

Tackling economic inequality

Commitment to Community and Workforce Development: We are deeply committed to addressing economic inequality through impactful community engagement and workforce development. Recognising the skill shortages in the digital sector, we have implemented a comprehensive strategy to train individuals with no prior experience in digital fields and create meaningful employment opportunities across various communities. Inclusive Hiring and Training Initiatives: Local Employment Focus: We prioritize employing local talent and reducing economic disparities in the communities where we operate. Apprenticeships and Academies: We fund places under the Modern Apprentice scheme and have established a Software Development Academy to foster interest in technology among under-represented groups. These initiatives offer long-lasting career paths within the tech sector. Economic Growth Through Job Creation: Strategic Job Creation: We have committed to creating 10 new jobs by 2025, with at least 25% of these roles filled by individuals from deprived areas. Support for Innovation: We actively support innovation and new business models within our supply chain, fostering a diverse ecosystem of start-ups and SMEs. Robust Local Ecosystems: We work closely with local businesses and stakeholders to enhance the economic vitality of our communities. Our engagement includes purchasing resources from local SMEs and promoting fair and inclusive practices throughout our supply chain. Future Commitments: B Corp Certification: Looking ahead, we are excited to announce our intention to apply for B Corp certification in 2024, further solidifying our commitment to sustainable and equitable business practices.

Equal opportunity

At Bit Zesty, we are dedicated to fostering diversity and eliminating discrimination in every aspect of our operations, both as an employer and as a service provider. We aim to ensure that our workforce—including employees, interns, and contractors—reflects the diverse society we serve and that every team member feels respected and is empowered to perform at their best. Comprehensive Diversity Initiatives: Tech Talent Charter Signatory: As one of the 700 signatories of the Tech Talent Charter, we collaborate with industry members to address inequality within the UK tech sector. This commitment supports our goal to not only reduce the disability employment gap but also drive inclusion across the workforce. Inclusive Recruitment and Development: We use inclusive recruitment practices, such as detailed job postings free of discouraging language and assessments by diverse panels to prevent bias. Our recruitment channels are continually diversified, and we work with partners like YSYS and Ada’s List to reach talent from non-traditional backgrounds. Training and Development: All staff members undergo Diversity, Equality, and Inclusion (DE&I) training. Flexible Work Arrangements: We offer flexible working options to accommodate various needs related to parental responsibilities, disabilities, and cultural or religious observances. Community Engagement and Apprenticeships: We create employment opportunities locally and run apprenticeship schemes to uplift underprivileged individuals. Our action-focused diversity and inclusion working group ensures these initiatives are impactful and aligned with our core values. Supportive Partnerships and Programs: Supplier Diversity: We prioritise working with sustainable, ethical suppliers and diverse small businesses, including startups and SMEs, to foster a broad technology marketplace. We are committed to preventing modern slavery in our operations and supply chains, ensuring that all partners comply with our Anti-Slavery & Human Trafficking Policy.

Wellbeing

At Bit Zesty, we are dedicated to fostering diversity and eliminating discrimination in every aspect of our operations, both as an employer and as a service provider. We aim to ensure that our workforce—including employees, interns, and contractors—reflects the diverse society we serve and that every team member feels respected and is empowered to perform at their best. Comprehensive Diversity Initiatives: Tech Talent Charter Signatory: As one of the 700 signatories of the Tech Talent Charter, we collaborate with industry members to address inequality within the UK tech sector. This commitment supports our goal to not only reduce the disability employment gap but also drive inclusion across the workforce. Inclusive Recruitment and Development: We use inclusive recruitment practices, such as detailed job postings free of discouraging language and assessments by diverse panels to prevent bias. Our recruitment channels are continually diversified, and we work with partners like YSYS and Ada’s List to reach talent from non-traditional backgrounds. Training and Development: All staff members undergo Diversity, Equality, and Inclusion (DE&I) training. Flexible Work Arrangements: We offer flexible working options to accommodate various needs related to parental responsibilities, disabilities, and cultural or religious observances. Community Engagement and Apprenticeships: We create employment opportunities locally and run apprenticeship schemes to uplift underprivileged individuals. Our action-focused diversity and inclusion working group ensures these initiatives are impactful and aligned with our core values. Supportive Partnerships and Programs: Supplier Diversity: We prioritise working with sustainable, ethical suppliers and diverse small businesses, including startups and SMEs, to foster a broad technology marketplace. We are committed to preventing modern slavery in our operations and supply chains, ensuring that all partners comply with our Anti-Slavery & Human Trafficking Policy.

Pricing

Price: £20 a user a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: 30-day free trail of all plans, and a free plan limited to 8 users

Echo Incident - incident management

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Echo Incident - incident management

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents