Bramble Hub Limited

Bramble Hub - tts performance suite

tts performance suite helps you create, curate and deploy documentation, e-learning and step by step guidance in one platform, provide all your existing knowledge, learning and support from all your sources to your employees in context, in their workflow without having to search. Performance Support & Digital Adoption realised.

Features

• Single source authoring for Documentation, E-Learning, Step by Step Guidance
• Contextual content to the current task in 2 clicks
• Realistic simulations of any software application
• Recording a true workflow across multiple applications
• Re-Recording for minor edits or updates from major releases
• Creates "Soft Skills" and Compliance Content
• SME Content Creation, Versioning & Approval Workflows
• AI supported Content Creation, ChatGPT, DALL-E, DreamStudio
• Interuption free Split Screen/Sidebar User content experience
• All Knowledge/Content a user needs to perform their task

Benefits

• 50% Savings compared to home-grown Performance Support
• Reduction of Support Costs via ticket deflection ~30%
• 80% Time saving creating/updating multiple formats of Learning Content
• Productivity gains avoiding time spent searching for answers
• ~30% reduction in the need for formal training sessions
• No appliction integration requirements for Authoring or User experience
• Experiencial Simulations a safe place to practice vs Live systems
• Improved data quality
• Faster time to competency and confidence in application usage
• Analytics to support governance of content and user experiences

£12.80 a user a year

• Education pricing available
• Free trial 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 contact@bramblehub.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

655444059554939

Contact

Geoff Couling
+44 (0) 2077350030
contact@bramblehub.co.uk

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: Our QuickAccess client supports any application running within Windows, including self developed, installed and web-based. Web applications can be further supported through a browser or built in extension on both Windows and Mac. The WebAccess HTML5 Portal acts as a browser based view of all your Processes, Topics & FAQ's.
• Cloud deployment model:
  • Public cloud
  • Private cloud
• Service constraints: Our authoring environment is only constrained by requiring installation on a Windows machine in order to produce content. Content deployment via the QuickAccess client, extension, WebAccess Portal or the client's LMS is only constrained by the clients policies and systems available.
• System requirements:
  • Producer requires Windows 10/11 8GB RAM DualCore 2.6 GHz processor
  • Playing WBT content requires 1GB, 1.5Ghz processor
  • Network Bandwidth required MS Office Simulation with Sound 7.8 Kb/s
  • QuickAccess makes use of the Chromium project by Google
  • Object recognition tts performance suite interfaces with MSAA or JAB
  • Tts performance suite supports Citrix Environments Ref Service Description
  • The Creator browser based authoring tool requiring current Browser technologies
  • Push Notifications require Windows 10 builds higher than 1804
  • Curator depicts browser-based Document Management in tts performance suite

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Dependent on severity:; Defect preventing operation (Blocker): 80% within 2 hours; Defect impairing operation (Critical): 80% within 4 hours; Other defects (Normal): 80% within 1 working day
• 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: No
• Onsite support: Onsite support
• Support levels: Tts provides a full breakdown in it's attached Service Description, As soon as tts receives an error report in accordance with this Agreement, the error report will be assigned a ticket number. An engineer from the Support team is allocated and the clients Professional Services consultant is also notified. There is no additional cost for support for SaaS clients with tts performance suite. The following response times apply:; Category 1: 80% within 2 hours; Category 2: 80% within 4 hours; Category 3: 80% within 1 working day
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As part of onboarding, we carry out a number of workshops which includes on-site (or remote, depending on requirements) training. We also offer documentation both through our documentation portal and embedded within the application, and our free tts University which offers online training courses on a number of different aspects of our product.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats:
  • Microsoft Word
  • Content can be provided in any Windows-support format
• End-of-contract data extraction: All content can be exported as SCORM packages, HTML packages, content transport packages (utilised for import with our software), PDF or Word files.
• End-of-contract process: Tts will work with the client to export all required content, the instance will be terminated and all data deleted.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Content created using the software can be accessed on any device via the browser. This content needs to be designed with mobile usage in mind. Content can't be created on mobile devices, only desktop. Any content that will open on a Windows Desktop can be imported and accessed.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The content development interface allows content to be created and curated for end user consumption. This has been thematically designed in line with the Microsoft Office suite to facilitate faster onboarding.; The end user interface comes in two parts. The QuickAccess interface is a simplified sidebar allowing users to access content in their moment of need. The WebAccess CMS is a portal allowing users to navigate and consume content. Both are designed and branded according to customer requirements.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: Yes
• What users can and can't do using the API: Users with Administrator level permissions, in conjunction with tts professional services can make use of our SCORM LMS API to track learning progress and in addition we have a specific SuccessFactors LMS integration API.
• API documentation: Yes
• API documentation formats: PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The service can be customised at a number of levels. Content can be templated according to user requirements and branding / corporate guidelines - this branding is typically carried out by tts but power users can also be trained on this functionality. The end user views (WebAccess and QuickAccess) can be customised in terms of branding and functionality according to user requirements. This customisation is carried by tts with direct input and feedback from the users.

Scaling

• Independence of resources: To ensure users are not impacted by peaks in demand, we isolate resources and distribute the load accordingly. Our scaling policies dynamically adapt resources based on utilization, preventing one user's actions from affecting others. Additionally, our highly available database component ensures consistent performance and protects against service interruptions.

Analytics

• Service usage metrics: Yes
• Metrics types: Metrics around content creation are provided through an Excel data export possible from the tool. This allows for analysis of timelines and run rates / turnaround time. For content usage/consumption, we have an analytics dashboard that provides an overview of various types of content as well as searches that haven't found content to help the content developers plan for additional content requirements. We can also utilise AWS QuickSight to allow users to build their own reports - this can include user details if required.
• Reporting types:
  • Real-time dashboards
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: None

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations: United Kingdom
• 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: 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
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: In the Shared Responsibility Model, AWS manages the physical media. To our understanding, AWS does not encrypt drives at the physical level. Nevertheless, AWS offers robust services for encrypting data on logical drives and storage containers, both underpinned by physical drives. tts extensively leverages these services to ensure that all data is securely encrypted at rest, employing advanced protocols and algorithms. For more comprehensive details, please consult the "tts Cloud - Encryption Policy".
• 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: Data can be exported to HTML, SCORM or xAPI packages, or individual pieces of documentation as PDF or Word. Other data, such as lists of users or content within the system, can be exported to Excel.
• Data export formats: Other
• Other data export formats:
  • SCORM
  • PDF
  • Microsoft Word
  • Excel
  • XAPI
• Data import formats: Other
• Other data import formats:
  • Excel
  • XLIFF
  • XML

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
• Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

• Guaranteed availability: The service is available 99,5% per calendar month at the interconnection point ("agreed availability“). The availability of the service shall be calculated according as followed: total minutes per months = TMM; total minutes of unavailability per month = TMU; Availability = ((TMM – TMU) x 100)/TMM. The interconnection point is the router output of the date processing service centre.
• Approach to resilience: Our service is designed with resilience and compliance with the AWS Shared Responsibility Model in mind. We leverage AWS features for high availability, with load balancing and auto-scaling dynamically adapting to demand spikes. Data is protected through backups and replication across multiple data centers. We enforce strict security controls, including prioritizing encryption and continuous monitoring of critical actions.; Comprehensive incident response and disaster recovery plans further enhance our service's resilience.
• Outage reporting: Continuous monitoring of our application's health check status endpoint enables a rapid response to service outages. When an outage is detected, alerts are immediately sent to our Cloud and Support teams via our communication channels. Repeated alerts are triggered until the issue is resolved. This ensures continuous notification and enables a quick resolution by the relevant teams.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Username or password
• Access restrictions in management interfaces and support channels: The software utilises a rich role-based authentication mechanism which allows users access to different roles, each with very granular permission sets that are defined by the customer. Users must be provided access to the relevant roles in order to access specific functionality.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • 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: No audit information available
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: TÜV Rheinland AG
• ISO/IEC 27001 accreditation date: 07/12/2023
• What the ISO/IEC 27001 doesn’t cover: Development, customizing and consulting of own software for performance support and corporate learning, as well as secure hosting of the software (SaaS) in the cloud including maintenance and support.
• 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: No
• Security governance certified: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: The tts group is ISO27001 and TISAX certified and has established an ISMS for over 3 years, which includes numerous guidelines relating to information security and defined processes. All documents are stored centrally and employees undergo mandatory training as well as an activation process for central documents and processes.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: As part of the certification process, a change process was established that centrally specifies the points to be considered during a change and how these are to be documented
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerabilities are monitored using Enginsight and Microsoft Intune & Defender as well as in a central Computer Incident Response Team (CIRT), reacted to, communicated internally and, if necessary, our affected customers are informed
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Central IT monitors the systems using the aforementioned means and discusses important issues at least once a day and can therefore also contact the CIRT in good time if necessary.
• Incident management type: Supplier-defined controls
• Incident management approach: Incidents are reported according to a centrally defined process and processed further by IT. This also includes, for example, the involvement of the CISO, DPO and CIRT and then, if necessary, the customer.

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

• Social Value:

  Social Value

  Equal opportunity

  Equal opportunity

  Where appropriate tts will support the customer with need for re-training and other return to work opportunities for those who could bring their skills to a project where tts has been engaged. tts in partnership with the customer on a case by case basis will seek to offer a range of free on-demand training tailored to the specific authoring needs of the communities/Subject matter experts who could be engaged by the buyer. This empowering training will be delivered at no cost using the tts University learning portal at ; https://tts.university/en. Our course offerings include content designed to equip individuals with the skills and knowledge necessary to apply for roles where tts performance suite is in use as well as Certification to prove their skills to their next employer.

Pricing

• Price: £12.80 a user a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Tts will set up a test environment for a period agreed with the client in order to test the capabilities of tts performance suite within defined criteria, please contact us for details.

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