Skillsoft

On-demand Business, Leadership, Technology, Digital, and Compliance Skills Development Platform

Skillsoft is the leader in corporate eLearning; providing access to over 500,000 multi modal courses, videos, books which can be accessed via Percipio, our learning experience platform. Percipio provides 800+ content channels (skills based learning paths) adressing three core needs - Leadership and Business, Technology and Developer and Compliance.

Features

• Multimodal content - Courses, Books, Assessments, Labs, Bootcamps, Aspire Journeys.
• Guided learning - consideration of evolving needs / skills.
• Addressing three disciplines Business and Leadership, Technology and Developer, Compliance.
• On-demand LXP with superior UX with built in AI-driven recommendations.
• Learning in the flow of work via ELSA browser plugin.
• Multi Device Access - Browser, Tablet or Mobile.
• Offline mobile play available for eLearning Content, Audiobooks, and Books.
• Support for over 100+ Certifications in Business, Technology and Developer.
• Analytics available to drive Learning Programmes and Track Business Impact.
• Percipio Experience Services provides integration architecture to your learning ecosystem.

Benefits

• 20+ years of experience, expanding workplace critical skills.
• 1,000+ expertly curated channels to build competencies and critical skills.
• AI driven personalisation delivers meaningful and relevant content recommendations.
• Percipio provides enhanced content discovery using elastic search.
• Learners can choose their favourite way to learn.
• Depth and breadth of content topics, and content types.
• Skillsoft benchmarks help baseline a learners and organisation proficiency level.
• Digital badges motivate learners with portable records of accomplishment.
• Commitment to R&D ensuring content for upskilling in high-demand skills.
• Enables automated administration and streamlined, system-to-system user experiences.

£0.43 to £276.36 a user a year

• Free trial available

Service documents

• Pricing document

  ODT

• 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 Claire.Carolan@Skillsoft.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

624944213956241

Contact

Claire Carolan
1276401950
Claire.Carolan@Skillsoft.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Technical and client-side requirements for Percipio at end March 2022:; Compatibility with Windows 10 and MAC OS - typically current version and one version back; Compatibility with various web browsers, including Chrome, Firefox, Safari and Microsoft Edge - typically current version and one version back; Compatibility with the 2 most recent IOS & Android Operating Systems (Tablets and Smartphones); Adobe flash not required; Java Runtime Environment, SE v1.4.2_06 or higher (Java NOT required); Minimum screen resolution: 1024 x 768 (optimal experience 1600x900); Complete, current detail of technical requirements for hardware and software required to access Percipio is available upon request.
• System requirements:
  • Percipio can be opened on industry standard web browsers.
  • Percipio is compatible with recent versions of Windows and Mac.
  • Percipio is available as a mobile app.
  • Our streams require bit rate between 1,450 kb/s and 112kb/s.
  • Percipio is available in seven languages.
  • Percipio has an optional browser plugin.
  • Percipio supports IP safelisting.
  • Percipio has online support services.
  • Skillsoft uses system-generated emails to send notifications from Percipio
  • Skillsoft has a Percipio Knowledge Base available for self-service.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Skillsoft provides all customers, access to our Global Customer Service Centre on a 24x7x365 basis. Customers may choose from a wide array of contact modalities including telephone, chat, e-mail and self-service. UK Customers can reach support by calling 0-800-973-184 or via email at support@Skillsoft.com. All e-mail queries to this address will receive an automated response to their submission which will include their “Thread ID” . Subsequently, a Skillsoft representative will provide an initial response to the customer e-mail within 24 hours of receipt - the average email turnaround goal is 12 hours.
• 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: Web chat
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Percipio offers the option to chat 'one to one' with a Skillsoft Support representative. The Skillsoft Online Customer Support portal is a gateway to the latest technical support and how-to information regarding Skillsoft products. Users accessing the portal will now be able to search through an extensive knowledge base for technical support articles or view a list of FAQs (Frequently Asked Questions) for navigation and usage information on Skillsoft’s platforms and players. Furthermore, the portal allows them to submit requests to Skillsoft Customer Service Representatives through an intuitive, easy to use Web form. By logging into the portal, users will have the ability to review, update, and request follow-ups on their existing customer support cases. While it is not certified as an accessible product, it was built with accessibility in mind.
• Web chat accessibility testing: Skillsoft has not specifically tested our web chat features for assistive technology users. We strive to create more accessible experiences throughout our products and Skillsoft will continue to make improvements to our support options.
• Onsite support: No
• Support levels: Tier I:; Skillsoft Tier I resources have an average tenure level of 1.5 years and are responsible fielding 99% of all initial customer contacts;; ; Tier II:; Skillsoft Tier II resources have an average tenure level of 3 years, and their primary function is to assume responsibility for the management and resolution of customer issues that are not quickly resolved at the Tier I level;; ; Tier III:; Skillsoft Tier III resources have an average tenure level of 5 years and, in addition to all areas associated with the Tier II role, will be responsible for the most complex or challenging issues involving customer interactions while acting as a project manager ensuring all internal and external parties are accurately and effectively updated.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Your Skillsoft account team will be made up of ongoing contacts as well as short term / project-based experts including:; Account Executive: The overall account owner for Skillsoft. Your Sales Director will handle contract details with the Buyer and Crown Commercial Services; and will work closely with your Customer Success Manager.; Customer Success Manager: Strategic support. Your Success Manager will help you navigate the resources available to you as a Skillsoft client, help drive the overall value of your program, and recommend best practices based on your circumstances aligning to our Digital Learning Principles. ; Implementation Consultant: Implementation procedural partner. They will work closely with you during the implementation period to get your site built and configured.; Application Engineer: Technical experts will be involved as needed for technical expertise during the implementation period. ; ; The Percipio Essential Launch service is included in the first year of each Call-Off Contract for customers without an existing Percipio site. The Percipio Essential Launch service is designed to deploy the Percipio platform to your learner population within 4 to 8 weeks. The service is managed by a dedicated Implementation Consultant, who will focus on optimising the Percipio learner experience for your organisation.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • Other
• Other documentation formats:
  • Skillsofts Knowledgebase is available for users / administrators.
  • Skillsofts Knowledgebase includes subject areas for each type of user.
  • Skillsofts The Edge is where current clients share resources.
• End-of-contract data extraction: Upon termination of contract, all customer data can be transferred to the customer in an agreed upon medium and/or securely erased in accordance with Skillsoft's Digital Media Destruction Policy. Skillsoft uses certified companies to destroy media. The companies are required to issue Certificates of Destruction to Skillsoft. The destruction of media is done with a Skillsoft employee witnessing it, or on Skillsoft premises.
• End-of-contract process: Data removal is agreed upon in our service terms. As part of the decommissioning process, there is no charge to the buyer for such provision of a data extract before Skillsoft removes the data from our system.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The Percipio Mobile app is designed for learners to take their courses, books, audiobooks, and more on-the-go for learning and is compatible with both smart phones and tablets.; ; The Percipio webpage is also mobile responsive, allowing users to access Percipio via a web browser on a variety of devices. ; ; Content can be viewed offline in the Percipio mobile app to use when you don’t have the ability to go online. Content ompletion will automatically sync when an internet connection is restored.; ; Voice: Use voice commands to access and search for content in Percipio by using the Percipio mobile app.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Administrators can manage many aspects of your Learner's Percipio experience using Percipio Administration. Including-; ; Dashboards: Dashboards provide metrics related to user activity within Percipio and the status of key operational functions;; ; Reports: Reports provide several views of operational data that help you analyse activity within Percipio;; ; Users: You can create a new user, manage audiences, and create custom attributes to define your user hierarchy;; ; Assignments: Create a new assignment, assign it to an audience, and specify a completion date;; ; Content: Create custom linked content and custom channels;; ; Settings: Configure technical aspects of Percipio by managing system settings.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Percipio is tested using screen reader assistive technologies (including NVDA and JAWS on Windows, and VoiceOver on OSX), as well as accessibility-testing tools such as aViewer, the Colour Contrast Analyser and developer tools/accessibility extensions for Google Chrome, and Firefox.
• API: Yes
• What users can and can't do using the API: Percipio Experience Services is the integration architecture for the Percipio platform, it is a series of interlinked and overlapping technologies that allow Skillsoft to deliver a comprehensive integration solution for our customers. It consists of Restful Application Programming Interfaces (API), file based data exchanges and industry standard technologies such as SAML Single Sign-on and Experience API (xAPI). Some of the most common include:; HRIS integration – Connecting Percipio to an HR system; ; Authentication integration – To create a seamless user experience; ; Content integration – A traditional integration of Percipio-based content with a learning management system (LMS; ; Portal integration – Enable the discovery of Percipio content and experiences from within a portal or similar web-based system;; Analytics and Reporting integration – Deliver user activity and other metrics from Percipio to a system of record.
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Learners can make the most of their precious time using Percipio; deciding when, where, and how to learn through curated channels and micro-learning courses. Learners can create a personalised learning experience by choosing their interests, creating playlists, resume content, and keep track of existing assignments.; ; Administrators can personalise the learning experience by adjusting the look and feel of your company’s Percipio site by branding it specifically for your company and bringing in custom and 3rd party content specific to your company. Admins can create and assign learning paths, visually monitor progress using charts and graphs, and show how learning drives value in their companies.

Scaling

• Independence of resources: All current generation products achieve maximum scalability and service availability through a classic hardware load-balanced architecture. All real-time application level components provide both horizontal and vertical scalability options and are constantly monitored against key performance criteria and are appropriately scaled on demand. Core infrastructure component are implemented in either an active-active, or active-passive failover model.

Analytics

• Service usage metrics: Yes
• Metrics types: Percipio provides reports as well as a variety of dashboards designed for easy data visualization of assignments, programs, and return usage. Percipio’s administrative functionality will also enable you to better articulate the business impact of eLearning across your entire organization via these dashboards. These dashboards enable your organization to not only report current state, but also provide actionable best practices. Data visualizations make interpretation straightforward.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

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: Yes
• 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 SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Data is encrypted on disk using the AES-256 cipher, and each SED has a unique data encryption key (DEK) which is used to encrypt and decrypt data as it’s read from and written to disk. Encryption of data at rest satisfies several industries’ regulatory compliance requirements, including U.S. Federal FIPS 140-2 Level 2 and PCI-DSS v2.0 section 3.4.
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users with the proper permissions can export detailed chart data to a file in .csv format.; ; You can either open the CSV file to view now or save the file to the desired location. The default file name is the chart name with the date and time appended to it. All chart data is included in the CSV file, not just the data that is currently displayed in the table.
• 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
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: Skillsoft uses all reasonable endeavours to ensure an uptime measured on a monthly basis (excluding scheduled maintenance) that is equal to or greater than 99%.; ; Routine maintenance window operations (when service-impacting) are restricted to two hours per week. Special maintenance windows of longer duration may be scheduled from time-to-time for which 14 days advanced notice will be provided.; ; Upon request Skillsoft will give a pro rata temporis credit of fees paid for (i) any incident of Downtime of duration in excess of two (2) hours duration and/or (ii) any delta between actual uptime and the uptime target set forth above.
• Approach to resilience: All customer data is stored within the AWS EU-Central-1 region that provides maximum level of data protection and integrity. They are stored in relational databases, the Kafka mail queue, and the Cassandra reporting database without any data present on web systems accessible on the Internet. Access to this data is limited to cloud operations staff. Customer data is duplicated to the EU-West-1 region which has been selected as the Skillsoft disaster recovery site. They are backed up daily and securely replicated to the EU-West-1 region. In some cases, customer data is duplicated in a controlled and secure lab environment to troubleshoot problems or for capacity planning exercises directly related to the customer. Duplicate data used in this environment is subject to a database cleanup that removes all personal information from the data. To ensure data privacy and security, the cleansing process is performed in the public cloud environment before the data is exported to the lab. AWS backup is configured in US-East-1 region and is in multiple availability zones. To protect the confidentiality, AWS Backup encrypts all backups in the AWS Vault using Advanced Encryption Standard (AES) in Galois Counter Mode (GCM) with 256-bit keys.
• Outage reporting: In the event that SaaS application or services are compromised Skillsoft Cloud Operations Services would immediately implement an environment lock-down blocking all inbound and outbound communication from the datacenter environment. Privileged remote connectivity would be maintained for Cloud Operations Security and Network Personnel to ensure the timeliest resolution of the issue. Every effort would be taken to close the breach, restabilize the systems and limit exposure of customer data. A detailed post-mortem of the events would be conducted at the earliest opportunity and shared with our customers as appropriate.; ; Communications to the customer are effected through the Account Team with root cause analyses available to customers upon request.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: All systems are hardened to limit unauthorised Admin or Super User access using industry and vendor best practices including:; • Complex naming and password standards;; • User access control settings;; • Redirection to disabled accounts.
• Access restriction testing frequency: At least once a year
• Management access authentication: 2-factor authentication

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 contact the support team to get audit information
• How long supplier audit data is stored for: Between 6 months and 12 months
• How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • FedRAMP authorized (based on NIST 800-53 Rev.4 framework).
  • Google Certified Professional Data Engineer
  • Google Certified Professional Cloud Architect
  • AWS Certified Solutions Architect - Associate
  • CRISC - Certified in Risk and Information Systems Control
  • CISSP - Certified Information Systems Security Professional
  • CISM – Certified Information Security Manager
  • PMP® - Project Management Professional
  • Microsoft Certified: Azure Administrator Associate
  • CCNP Enterprise - Cisco Certified Network Professional Enterprise

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: Pursuant to our internal and confidential “Information Security Program”, we employ numerous security measures and practices to ensure appropriate access to information and information resources. Access is authorized based on an employee’s need-to-know in order to accomplish their employment responsibilities. Requests for access require the approval of supervisory personnel. User accounts are reviewed periodically to ensure that access remains appropriate and necessary. Certain users, for example, of the HRIS system, have “read only” access to data which does not contain Personal Information. When individuals are terminated, all physical and electronic access to our systems containing personal information is terminated. When an employee’s or individual’s responsibilities change, access privileges are terminated or changed as appropriate.

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: Technology managers have defined approval boundaries and act as an approving authority for adjustments that are contained to their area of purview. Changes that have a wider impact are submitted for multiparty consideration of all stakeholders. Stakeholders considering change requests are as follows:; ; Network and Security Manager;; Application Services Manager;; Database Manager;; Storage and SANS Manager;; Cloud Operations, Director;; Global Cloud Operations – S.V.P.; ; The Cloud Operations Director and Global Cloud Operations S.V.P. have final veto authority on all change requests.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Skillsoft performs vulnerability scans internally on a monthly basis using two third party tools: Nessus and System Security Center PortSwigger. This assessment reviews Firewall policies, Intrusion Detection and Prevention policies, System patch levels, vulnerability to known software exploits and brute force attacks. Findings from Skillsoft’s internal scans that are deemed “High” risk are patched within 30 days. “Medium” and “Low” risks are patched within 60 – 90 days.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: A comprehensive monitoring infrastructure ensures that Skillsoft Cloud Operations personnel are alerted at the earliest opportunity of service affecting conditions. Clearly articulated governances inform the assigned Cloud Operations Engineer what actions are permitted without escalation and specific details on how prescribed actions should be undertaken. In the event that a conditions arises for which there is no defined procedure, the issue is escalated to a manager immediately.
• 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: In the event that the Private Cloud systems or services are compromised Skillsoft Cloud Operations would immediately implement an environment lock-down blocking all inbound and outbound communication from the datacenter environment. Privileged remote connectivity would be maintained for Cloud Operations Security and Network Personnel to ensure the timeliest resolution of the issue. Every effort would be taken to close the breach, re-stabilize the systems and limit exposure of customer data. A detailed post-mortem of the events would be conducted at the earliest opportunity and shared with our customers as appropriate.

Secure development

• Approach to secure software development best practice: Conforms to a recognised standard, but self-assessed

Public sector networks

• Connection to public sector networks: No

Social Value

• Fighting climate change:

  Fighting climate change

  Skillsoft’s legacy of social impact began with our founders and continues to thrive today. Additional notable alignment to global priorities includes-; Impact through Content:; As the global leader in corporate learning, we have over 500,000+ multi-modal courses, videos, books and micro-learning modules that are accessed more than 130 million times every month, in 160 countries and in 29 languages. We regularly donate assets in our content library to not-for-profit, qualifying organizations and make join investments to educate, connect, and improve the world together. For example, we enjoy a fruitful partnership with Special Olympics as part of our commitment to Diversity, Equity, & Inclusion;; ; Impact through Technology:; Percipio has over 500 channels, with new channels and content being added all the time. For those with more in-depth, enterprise LMS requirements, we also donate access to our SumTotal Systems platform which is the world’s only unified Human Capital Management Solution. Access to our technology is paired with a commitment to improving employability and economic equality through key partnerships, such as iamtheode;; ; Impact through People:; As part of our CSR program, team members across the globe take time throughout the year to engage in their own personal CSR initiative. Skillsoft believes it is important to give back to the communities in which we operate. Organisations must be a nonprofit or non-governmental organization with recognized charitable status in their respective country (such as 501(c)(3) status under the United States Internal Revenue Code). In addition, eligible organistions must also operate on a not-for-profit basis and have a mission to benefit advancing learning.
• Covid-19 recovery:

  Covid-19 recovery

  Skillsoft’s legacy of social impact began with our founders and continues to thrive today. Additional notable alignment to global priorities includes:; Impact through Content. As part of our response to the COVID 19 Pandemic we introduced content to our portfolio specifcally related to the challenges organisations and learners faced in an increasingly unsettled world targetting business continuity best practices such as how to lead your team through unexpected business disruptions including office or building closures, epidemic or pandemic awareness, cyber-attacks, natural disasters, or supply chain interruptions, alongisde content to suport the individual on topics such as change, hybrid working, virtual teams, resilience and perseverance.
• Equal opportunity:

  Equal opportunity

  Skillsoft is an Equal Opportunity/Affirmative Action Employer that is committed to hiring a diverse and talented workforce.
• Wellbeing:

  Wellbeing

  Skillsoft provides fitness, and other wellbeing benefits to our workforce.

Pricing

• Price: £0.43 to £276.36 a user a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Access to a Percipio trial site can be provided for up to 30 days at no charge.

Service documents

• Pricing document

  ODT

• 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 Claire.Carolan@Skillsoft.com. Tell them what format you need. It will help if you say what assistive technology you use.