Hootsuite Inc

Talkwalker

Talkwalker: The #1 Consumer Intelligence Acceleration platform for brands to drive business impact. Recognised by Forrester as a Leader in Consumer Intelligence and Social Listening, the platform combines a multitude of internal and external data sources with AI powered by Blue Silk™ technology, for the most expansive view of consumers.

Features

• Real-time insights and data from 150+ million sources
• Comprehensive global coverage — 187 languages across 196 countries
• Owned and earned media, text, image, video and speech
• Access to personalised, real-time, and predictive insights
• Industry-leading AI built for social media and social marketers
• Analysis of your brand, competitors and industry
• Brand protection and reputation management
• Competitive intelligence and analysis
• Performance measurement and reporting
• Dedicated customer success and customer support teams

Benefits

• Monitor topics across traditional media channels
• Monitor topics across millions of sources including social/digital forums
• Find and understand your target audiences
• Analyse consumer feedback including surveys and reviews
• Track performance of your social channels versus your competitors
• Manage your social media and transform insights to action

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

Framework

G-Cloud 15

Service ID

611311438186991

Contact

Nathan Bird
00447737472732
Gcloud@hootsuite.com

About the service

• Service categories:
  • Application Development and Deployment
    • Analytics and business intelligence
      • Business Intelligence
        • Business Intelligence
      • Advanced and predictive analytics
        • Advanced and predictive analytics
• Multi cloud support: No

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Talkwalker is a SaaS solution. An internet connection and web browser are required. Like all SaaS platforms, Talkwalker does not have periodic releases of updates or software versions. Rather, our development teams work to improve our platforms on a continual basis. Updates are made on a daily basis – as such it is not practical (or possible) to provide notification of updates. Please note that each platform will be operational and available to Customer 24 hrs/day, 7 days/week at least 99.9% of the time in any calendar months. Please see the following link for more details: https://hootsuite.com/legal/enterprise-service-level-agreement.
• System requirements: NA

User support

• Email or online ticketing support: Yes
• Support response times: -1 business day SLA -web chat & ticket (email) for all customers.; ; Core Hours of Operation - Mon - Fri 9am-5pm UK time.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: No
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• AI chatbot: Yes
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: Talkwalker continually reviews the accessibility of its services and works with a third party accessibility specialist to ensure that we are maintaining optimal standards in this areas. Talkwalker provides customer service training to our employees on our accessibility policies and procedures, including services and features that provide accessibility to our customers. We are committed to working towards an inclusive environment that is accessible to all.
• Onsite support: Yes, at extra cost
• Support levels: -1 business day SLA -web chat & ticket (email). ; ; Core Hours of Operation - Mon - Fri 9am-5pm UK time. ; ; All customers will benefit from a Customer Success team to ensure ongoing support throughout the duration of our partnership. Your team will act as a dedicated resource to connect you with the right resources to solve any technical issues you may need support with.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Kickstart services are dedicated to ensuring that you have everything you need in the implementation process. This includes Migration of Queries, Users and building of queries. Educational services are dedicated to ensuring knowledge and platform usability across the organisation. We create customised learning journeys to ensure platform usability for a full range of users, from power users to end users.; ; Implementation is structured in 5 phases:; ; 1. Implementation: Planning; Define objectives & audit each department/ market - client provides KPIS, challenges, areas of interest; Prepare project plans including setup and trainings; Assign roles & responsibilities Identify users based on digital maturity; ; 2. Implementation: Project Set-up; Leverage existing queries from other platforms and information from the audit to design & customise the solutions and create templates by use case; Optimise & validate project setup & structure with the key stakeholders; ; 3. Implementation: Training; Customised training sessions based on user groups, digital maturity, needs and objectives to drive adoption; Continuous support of power users to continue adoption and ensure accuracy and relevancy of the data; ; 4. Implementation: Complete Recap of Implementation; Survey of onboarding; ; 5. Ongoing Support; Your dedicated CSM team support all ongoing requests and work with you to drive adoption
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: EN 301 549
• End-of-contract data extraction: Users can retrieve their data in a commonly agreed and structured format after contract termination, ensuring efficient access and recovery. There are no additional costs for data export or contract termination. Customers may also request the return or deletion of all personal data and copies.
• End-of-contract process: Customer data is securely deleted or anonymized, typically within 30 to 180 days. Customers can request the return or deletion of all personal data and copies. Data is returned in a commonly agreed and structured format, with no additional costs. Customers retain ownership of their data at all times, ensuring control and compliance. There is no additional cost associated with deactivation.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• Description of service interface: Talkwalker displays data in a easy-to-read, easy-to-understand and customisable way through a series of dashboards. It provides a number of automated dashboard called IQ Apps based on common use cases. A dashboard consists of a series of widgets, and each widget contains one or more components such as charts, graphs, tables and word clouds etc. Once a dashboard is generated, it can be used as-is, or a user can choose to customise the layout and content to suit their output.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Hootsuite and Talkwalker target the WCAG 2.2 AA level for Accessibility Conformance. In partnership with Level Access, we regularly test and audit our platforms to ensure that our service is accessible for all users. Testing carried out by Level Access employ a variety of Assistive Technology tools including Screen Readers such as JAWS and VoiceOver for macOS. Our development teams execute automated accessibility tests for all front-end products.
• User support accessibility: EN 301 549
• API: Yes
• What users can and can't do using the API: Talkwalker is an open platform. Therefore, we offer standard integration formats (CSV, JSON, RSS, FTP, API etc.) that are provided/accepted by most 3rd party platforms. Clients can use these either to import external data into Talkwalker or to export data collected by Talkwalker into 3rd party solutions. Data can also be pushed directly into Excel or PowerPoint as needed. Additionally, we are able to pull data in via XLS, CSV, FTP or Google suite.; ; We also have a more sophisticated option of an API-in if needed. Many of our clients use this option to pull in Media planning/buying data, creative trafficking data, owner data, hand-raiser data, customer service data, product and purchase data as well as stock price and other business-related metrics.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The Platform is highly customisable to the users. Searches and data collection are defined by the user in a completely customisable search interface. The dashboard functionality is also highly customisable, with a range of building options that clients have access to. From an engagement standpoint, users can configure customisation feeds to filter in/out engagement types and messages across channels. All other features such as alerts are also customisable.

Scaling

• Independence of resources: System resources are continuously monitored by the Production Operation team, who take proactive actions to ensure enough resources are always available, even during peak demand. Capacity management is automated to respond in real-time to load changes, and infrastructure automatically scales to accommodate data processing needs, ensuring efficient resource allocation and performance for all users.

Analytics

• Service usage metrics: Yes
• Metrics types: - User Activity: The number of active users and hours of use in the platform by Project (workspace) and the number of hours of use by user available over the past 12 months is available. Talkwalker provides KPIs such as average weekly hours of use and weekly active users, with the evolution over time, as well as the most active days and hours during the week, top 10 active users in hours of use.; - Dashboard usage: The number of dashboard and shared dashboard openings with the session durations are available; - Report & Alert usage
• Reporting types:
  • Real-time dashboards
  • Regular reports
• Resource tagging: No
• FOCUS resource tagging: No

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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 4.0)
• 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 SSAE-18 / ISAE 3402
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

• Data export approach: Data can be either imported / exported manually, or via the Talkwalker Advanced API (conditions apply).; ; Talkwalker is an open platform. We offer standard integration formats (CSV, JSON, RSS, etc.) that are provided/accepted by most 3rd-party platforms. This can be used to export data collected by Talkwalker into 3rd-party solutions. Talkwalker also has built connectors to specific third party applications (eg Salesforce Service Cloud).
• Data export formats: CSV
• Data import formats: CSV

Data-in-transit protection

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

Availability and resilience

• Guaranteed availability: Talkwalker will maintain a 99.9% uptime, subject to our SLA:; https://www.hootsuite.com/legal/enterprise-service-level-agreement
• Approach to resilience: Available in the SLA - https://www.hootsuite.com/legal/enterprise-service-level-agreement
• Outage reporting: Refer to the SLA - https://www.hootsuite.com/legal/enterprise-service-level-agreement

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
• Other user authentication: We use Single Sign-On (SSO) with SAML 2.0 for secure, centralized access and support multi-factor authentication (MFA) for added security. Role-based access control ensures users only have permissions necessary for their roles. Passwords require minimum complexity, and login attempts are limited with CAPTCHA protection. All access is logged and regularly reviewed.
• Access restrictions in management interfaces and support channels: Access to management interfaces and support channels is restricted using role-based access control, enforcing least privilege and need-to-know principles. Multi-factor authentication is supported, and SSO integration is available for secure, centralized access. All access is monitored, and unauthorized access is prevented by firewalls and continuous monitoring.
• Access restriction testing frequency: At least once a year
• 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: At least 12 months
• Access to supplier activity audit information: Users have access to real-time 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

Security governance

• Named board-level person responsible for service security: Yes
• Software Security Code of Practice: Yes
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: We follow a formal, ISO 27001-aligned information security management program with policies based on industry standards and principles like least privilege and segregation of duties. Policies are reviewed and approved by senior management annually, and employees receive mandatory security and privacy training upon hire and annually thereafter. Access to customer data is strictly controlled, and incident management, backup, and restoration procedures are well established. Our program is supported by a dedicated privacy and security team, and compliance is verified through annual SOC 2 Type II audits and third-party penetration tests. Policy adherence is ensured through regular training, policy acknowledgment, and access controls.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Talkwalker maintains mechanisms to ensure changes are performed in accordance with Talkwalker’s Change Management Policy and corresponding change management procedures, which include approval of changes into production.; The SDLC management process can be summarised: Change requests are initiated via the Product team, they are analysed by the IT team that will be involved before a go/no-go decision. Changes are added to the development environment (stored in a locally versioned source-code repository). Relevant changes are subject to a code review by a peer, and are pushed to the test environment. Testing phase involves:automatic tests, manual tests, security tests, and acceptance tests.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: We use automated malware and vulnerability scans on production workloads, with weekly internal scans and annual third-party penetration testing. Identified vulnerabilities are ticketed, tracked, and remediated promptly based on a defined Vulnerability Management Policy and SLA. Critical vulnerabilities are resolved within 14 days, high within 30 days, medium within 90 days, and low within 180 days. Remediation actions are documented, monitored, and verified. The process includes monitoring external information sources for vulnerability intelligence and threat indicators, and management takes action to enhance internal controls as needed. Audits confirm the process is effective.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Talkwalker employs 24/7 monitoring and intrusion detection to identify potential compromises, with all systems logging to secure servers for security reviews. Security incidents trigger defined escalation and response processes, handled by a dedicated Incident Response Team. Impacted customers are notified promptly, typically within 72 hours. Incident response plans are reviewed and tested annually to ensure effectiveness.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Post-quantum cryptography secure: No
• Incident management approach: Talkwalker has documented incident management processes, including pre-defined procedures for common events. Users are expected to report incidents promptly. There are defined escalation and communication processes, and impacted customers are notified typically within 72 hours. Incident response plans are reviewed and tested annually, and actions taken during incidents are documented and communicated to affected parties.

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 v4.0)

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%

Standards and certifications

• ISO/IEC 27001 certification: Yes
• ISO/IEC 27001 accredited by: IAS Management Systems Certification Body Accredited
• ISO/IEC 27001 accreditation date: Thursday 18 January 2024
• What the ISO/IEC 27001 doesn’t cover: N/A. The scope covers All information security aspects related to the customer service delivery environment, involved in the entire lifecycle of our cloud platform services.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: Yes
• CSA STAR accreditation date: Tuesday 13 January 2026
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 8a9057cd-a361-43a3-894a-84797638f485
• Cyber essentials plus: No
• Cyber Essentials Alternative: You do not have a current and valid Cyber Essentials Plus certificate, or will not have in place within 12 months of the date of award but have an IASME certified equivalent.
• Other security certifications: Yes
• Any other security certifications:
  • SOC 2 Type II
  • SOC 3

Social value

• 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

  • 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
  • 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
  • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
  • 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
  • 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
• 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
  • 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
• 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

  • Working conditions which promote an inclusive working environment and promote retention and progression
  • 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
• 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

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