DigiTickets

DigiTickets ticketing and EPOS Software

DigiTickets since 2009 has been providing family attractions with online ticketing and EPOS solutions.

Our cloud-based, mobile-first platform has been designed for customers to quickly book the tickets they want, with optional up-sell of additional items, reporting, integrated payment processing, staff rotas, channel management and self-serve options.

Features

• Real time reporting
• Anywhere cloud access on any device
• Branded ticketing customer journey
• Integrated EPOS/Ticketing/Staff scheduling/Payments and OTA's
• UK based support 7 days a week

Benefits

• Able to access real time sales transaction and attendees reports
• Access the tickets and manage on any device
• Unique built customer ticket site branded for seamless journey
• Fully integrated solutions across each payment channel you use
• UK based team account management and support to help you

£1,950 an instance

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 info@digitickets.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

634598859297384

Contact

Luke Fletcher
07939459933
info@digitickets.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: N/a
• System requirements:
  • Tills require minimum Windows 10 OS and 8GB RAM
  • Chrome or FireFox web browsers preferred

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: SLA minimum response time is 4 hours
• 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: 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: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: N/a
• Onsite support: Onsite support
• Support levels: In respect of our support solution, we have a full-time in-house support team working 7 days per week (on a rota basis); ; 1 Urgent; ; Mission critical systems are down and no workaround is immediately available. All of the services are completely non-functional. All or a substantial amount of your mission critical data is at risk of loss or corruption. Your business operations have been severely disrupted. ; ; ; ; 2. High. ; ; Major functionality is working, but severely impaired. Commercial operations can continue in a restricted fashion, although long-term, productivity might be adversely affected. ; ; ; ; 3. Medium. ; ; Part of the systems secondary functionality is not working, causing a low to medium impact on your business. Your business continues to function normally. ; ; ; ; 4. Low. ; ; Normal, routine technical issues or customer service / support requests. ; ; ; ; Maintenance windows are kept to a minimum by using a very high availability cloud platform, but where this is unavoidable, these are planned in advance and communicated to clients with as much notice as possible. ; ; ; ; The process for managing Service Levels are set out within the contract example separately.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: New clients to DigiTickets are taken through a full onboarding process by our Project Management Team, we build the online ticketing site for the client and setup their EPOS alongside any installation of hardware.; Full onsite training is provided by our staff (or online if preferred) and we have regular account management touchpoints there after as required.; We engage new users with an initial call to understand the full setup requirements and then regular calls whilst the process takes shape until the go-live date happens to iron out any issues or tweaks required to the setup so that the client is fully happy.; ; User documentation is available via our backoffice at any time for clients to reference and they also enjoy full 24/7 contact with our Support desk via live chat, phone and email as needed.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Users are able to export any data they require via csv file from the backoffice - this includes customer records, orders, reports and setup files they may need for the future.; Our support team can assist in this process as required.
• End-of-contract process: The DigiTickets agreement includes fullsetup, hosting, support and ongoing account management of the ticketing and EPOS solution for the client.; Upgrades to the platform, support, enhancements are all included in the ongoing tariff for sales made by the client.; ; Only training ad-hoc is chargeable as a potential extra if deemed required and any hardware the client may wish to purchase in respect of their EPOS till solution for which we can source, quote and install.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Firefox
  • Chrome
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Optimised for mobile size screens as an alternative to native desktop use
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Live chat and knowledge base built in to platform
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: N/a
• API: Yes
• What users can and can't do using the API: Third parties can access or query our API to push or pull data to and from DigiTickets to their platform of choice this could be CRM databases, access control sytems, till systems and more
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Each site we build and till we setup can be customised to a degree with in the standard templated solution framework for imagery, descriptions and text, themes, add-ins and each client will use different areas of the backoffice to setup their system with us so can look/feel very different

Scaling

• Independence of resources: DigiTickets use auto-scaling across the platform which can be adjusted as required for peak ticket launches, seasonal events and is frequently monitored by our in-house infrastructure teams to troubleshoot if and as required. Each build uses its own web sub-domain with own access.

Analytics

• Service usage metrics: Yes
• Metrics types: We offer regular reporting direct for users via our backoffice and have an inhouse developement team looking at user and client analytics daily that are able to knowledge share information and offer best practice tips to clients
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Supplier-defined controls
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • 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
• 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: Users of the DigiTickets platform are able to export any records as below:-; Orders; Customer Accounts / Memberships; Reporting - 30+ stock sales/redemptions reports - all can be formatted and filtered and exported out or printed; Marketing GDPR preference opt-ins
• Data export formats: CSV
• Data import formats: CSV

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)

Availability and resilience

• Guaranteed availability: N/a
• Approach to resilience: Available on request
• Outage reporting: Vis our service status page which is updated as and when system side issues should occur - this is a subscribe to feature for all clients. Our database is also flagged with a system update message displayed for all users to view.

Identity and authentication

• User authentication needed: Yes
• User authentication: Username or password
• Access restrictions in management interfaces and support channels: Validation of users
• Access restriction testing frequency: At least every 6 months
• Management access authentication: Public key authentication (including by TLS client certificate)

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: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• 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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Works are in place to be certified for this with likes of ISO/PCI during 2022, currently managed in-house with stages of validation.
• Information security policies and processes: Our own, based around NIST and OWASP top 10.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Each build of the software goes through rigorous QA testing prior to release and can also be rolled back as required in the event of any issue being discovered.; Our infrastructure teams monitor the solution daily and assess any services and their usage by each client or entity to analyse any unknown access via the logs and take immediate action on those that are not recognised by blocking access and resetting any wider domain/sub-domain access.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our code, containers and AMI's are scanned for the latest CVE threats inside of our pipelines that run multiple times a day.; Patches are applied immediately if found.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We have logging and alerting via AWS cloudwatch.; We first form an incident group to investigate these warning, patches are applied immediately and released if anything is found.; We aim to respond to security threats as soon as they arise.
• Incident management type: Supplier-defined controls
• Incident management approach: Users can raise a support ticket with our support desk at any time by phone, live chat or via email. ; The cases are tiered 1-4 depending on severity and each has its own SLA times; In the rare occurrence of a downtime, we log incident reports and update our service status page to reflect any outage and again once the issue has been resolved as standard

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

• Equal opportunity:

  Equal opportunity

  In the last three years there has been no finding of unlawful discrimination been made against your organisation by an Employment Tribunal, an Employment Appeal Tribunal or any other court (or in comparable proceedings in any jurisdiction other than the UK) and/or ; ; no complaint upheld following an investigation by the Equality and Human Rights Commission or its predecessors (or a comparable body in any jurisdiction other than the UK), on grounds of alleged unlawful discrimination? ; ; All workers have employment contracts in place and all workers are paid in line with relevant national pay rates (these are the National Minimum / Living Wage rates in the United Kingdom).
• Wellbeing:

  Wellbeing

  As part of our staff monitoring and dialogue we hold monthly 1-2-1's between staff and their immediate line manager to discuss their job role, remote working, any issues that are being experienced inside or outside of work and take actionable steps to improve anything highlighted. This could include, reduction of hours, flexible working, training, support with training courses or adjustments to the role being performed and across their team/unit.

Pricing

• Price: £1,950 an instance
• Discount for educational organisations: No
• Free trial available: No

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  ODT

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 info@digitickets.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.