Silktide Limited

Silktide: Web Accessibility and Quality Assurance platform

Automatically test and monitor websites for QA and accessibility problems, including spelling, broken links, user experience, SEO, and up to WCAG 2.2 accessibility criteria.

Features

• Accessibility testing (WCAG 2.2 A, AA, AAA)
• Spelling, grammar and broken link checking
• Cookie-free, privacy friendly analytics
• Mobile accessibility and responsive design testing
• User experience testing
• GDPR, cookies, and privacy checks
• Website speed testing, performance, and image optimisation
• Custom policy checks
• Content Management System (CMS) integration
• Custom reporting dashboards

Benefits

• Automatically validates websites against WCAG 2.1 (A, AA, AAA) standards
• Monitors your websites automatically
• Improve user experience
• Ensures that websites are checked for GDPR and privacy compliance
• Identifies issues to help you improve website speed
• Creates itemised actions for staff to follow
• Appropriate staff are notified of problems as they occur
• Competitive dashboards help contextualise and incentivise team performance
• Full library of educational material for every identified issue
• Provides high level reporting for key stakeholders covering KPIs

£6,000 to £39,800 a unit a year

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

Framework

G-Cloud 14

Service ID

608269605939939

Contact

Chris Fletcher
01332 460460
chrisfletcher@silktide.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Not applicable
• System requirements: An internet browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: We aim to respond the same business day, or the next business day at the latest. Coverage over the weekend may be lower, but we can provide additional support if required.
• 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: We use Intercom on our websites, and WCAG compliance is checked using our own product which checks against WCGA 2.1 AA compliance.
• Onsite support: No
• Support levels: We offer Standard and Premier plans for support and the costs are shown in the pricing document.; ; Standard is designed for organisations that prefer a DIY model. Premier is designed for organisations that prefer professional services assistance from the software creators, including a dedicated Customer Success Manager who will assist with the onboarding and account setup, and also includes regular strategic business reviews.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide a guided onboarding process with a dedicated team within the business. During the onboarding process, our Customer Success team will help you get up and running with your new service.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Users can request their data in accordance with GDPR regulations.
• End-of-contract process: This varies depending on the contract in place. The majority of contracts enter into an automatic renewal to prevent disruption of service, unless a cancellation is requested. If a cancellation is requested, we will end the contract in line with the terms agreed to at the start of the contract.

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: The tool is designed to work on both mobile and desktop devices. The menus and layout is automatically adjusted depending on the device used to access the tool.
• Service interface: No
• User support accessibility: WCAG 2.1 AA or EN 301 549
• API: Yes
• What users can and can't do using the API: Users can leverage our API to add, edit and remove websites from the platform. In addition to fetching key stats for dashboarding. ; ; The API has generous limits to work for almost all requirements.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: No
• Customisation available: No

Scaling

• Independence of resources: We host on Amazon Web Services and provide automatic scaling for resources to cope with increase in demands during peak times. There is no noticeable impact to the users whilst using the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Users can monitor the number of reports they generate at all times.
• Reporting types: Real-time dashboards

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: 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: Another external penetration testing organisation
• Protecting data at rest:
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • Deleted data can’t be directly accessed
• Equipment disposal approach: A third-party destruction service

Data importing and exporting

• Data export approach: Users have the ability to export reports generated with our tool in the form of a share report, Excel and CSV.
• Data export formats: CSV
• Data import formats:
  • CSV
  • Other
• Other data import formats: N/A

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: Currently, we do not offer a standardised SLA. However, we can negotiate individual SLAs with customers who require them.
• Approach to resilience: Available upon request.
• Outage reporting: There is a publicly accessible dashboard via http://status.silktide.com/ where uptime is displayed for all products. We also have email alerts to warn our technical engineers of any potential issues, including out of hours.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: Our service includes user profiles where access can be managed by the account owner / administrator.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • 2-factor authentication
  • Dedicated link (for example VPN)
  • 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: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: SOC2 Type II

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: SOC2 Type II
• Information security policies and processes: We have various policies in place that form our technical and organisational security measures, including entrance control, system access control and data access control amongst others. Only authorised persons have access to the premises via a digital keypad lock, with the code changed quarterly. We also have motion activated video cameras that record all access to the building. Access to our data processing systems is only possible via a secure VPN tunnel and additional technical protections are in place using firewalls, proxy servers and encryption technology.; ; Data is stored in Amazon Web Services (AWS) and split between multiple regions or zones to decrease the likelihood of service outage.; ; Access logs are kept and checked regularly.; ; Reporting is done regularly to check for any potential issues.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Our development team work in regular sprints in regards to product changes. All changes are tested for quality control purposes before being released into production. Should any unforeseen issues arise, the team works proactively to rectify as soon as possible. If users are out of pocket as a result, we compensate accordingly.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: Our team keeps on-top of the latest security issues and takes a proactive approach to ensuring our services employs the latest technologies or best practices wherever possible and practical.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Any issues brought to our attention are actioned as soon as possible, where applicable. We aim to respond as quickly as possible, depending on the severity of the perceived threat, even out of hours.
• Incident management type: Undisclosed
• Incident management approach: We use Intercom to handle technical issues from a user perspective. Any issues reported via users will be handled within Intercom. Once triaged, we will handle according to severity, even if out of hours. Users are kept informed throughout via Intercom.; We also utilise chat tools for in-tool support with the team, including access to a dedicated Customer Success Manager.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Our service allows equal access to web content by making all web services accessible for everyone.

Pricing

• Price: £6,000 to £39,800 a unit a year
• Discount for educational organisations: Yes
• 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 chrisfletcher@silktide.com. Tell them what format you need. It will help if you say what assistive technology you use.