TOTARA LEARNING (EUROPE) LIMITED

Totara LMS - Renewal customers only

Available only to customers who have an active Totara subscription at time of placing Order. Totara Learn: mobile-responsive LMS for e-learning, compliance, CPD, Skills, blended learning, seminar (including virtual), multi-tenancy, ePR. Integrated performance appraisal, talent, mentoring, e-Commerce, e-Forms, content. Totara Engage LXP social learning, Totara Perform Competencies. Medical Devices.

Features

• Additional options for renewing customers
• Personalised, role-specific learning pathways and user experience
• Manage ePR (electronic patient record) training rollouts, includes multitenancy
• e-Learning Content catalogue (including Health & Care-related)
• Mandatory, Statutory, onboarding training and compliance tracking (CSTF, etc)
• Blended learning with seminars and elearning (SCORM, AICC, xAPI)
• Report builder, dashboards, BI integration, ESR Interfaces
• Custom workflow processes (Onboarding, Applications, Apprenticeships, e-Forms)
• Social learning and LXP features, Workspaces, Microsoft Teams integration
• Performance appraisal, talent management, succession, CPD, Revalidation

Benefits

• Cost effective and flexible renewal options for existing customers
• Personalised learning paths for different staff groups and roles
• Data is secure, UK cloud hosted, fully-maintained, backed-up
• e-Commerce and training budget management functionality
• Customisable mandatory training refresh periods for real-time compliance data
• Fully integrated Mentoring and Coaching plugin, and 360 feedback
• Fully responsive theming (with Mobile App options)
• Custom workflow for more advanced, versatile, performance and business processes
• Improved staff engagement through social, adaptive learning and LXP features
• Track Medical Device targeting and required training

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

Framework

G-Cloud 15

Service ID

699073179619632

Contact

Tim Newham
01273 964014
tenders@totara.com

About the service

• Service categories:
  • Applications
    • Enterprise resource management
      • Human capital management
        • Core Human Resources Applications
        • Talent Management Applications
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: This service is only available to organisations which have a subscription to Totara software that is in force at the time of placing an Order. This service is designed to provide continuity for existing Totara customers.
• System requirements:
  • Chrome, Firefox, Microsoft Edge: latest stable release
  • Safari: last two major versions
  • JavaScript enabled in browsers
  • A stable and fast internet connection

User support

• Email or online ticketing support: Yes
• Support response times: Our target response time within UK business hours:; - Critical: 1 hour; - High: 4 hours; - Medium: 8 hours; - Low: 16 hours
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Support includes an amount of purchased time which is used to pay for all ‘administrator support’ interactions. Standard online 2nd and 3rd line support covers off-site support, helpdesk responses, booked calls/webinars, and other activities requested by client (e.g. site configuration). We track time used against the Support budget at our standard hourly rates for administration tasks, explanations, and straightforward configuration work. Problem-solving, consultancy, or advanced technical support are tracked at a higher hourly rate.; ; Alongside Helpdesk hours, the Support budget packages provide access to a range of resources and services via our online Support portal and teams, with additional Support-based reporting, analysis, and account management. We take a proactive, collaborative approach to this, working hard to ensure that support queries receive long-term solutions (with detailed responses designed to prevent issue recurrence).; ; We track/report Support budget usage for you, so that you can make informed, timely decisions about whether or not extra budget is required during the contract. You do NOT pay anything for us to fix confirmed bugs with the system, or confirmed technical issues with our hosting services.; We offer client portal/forum access, and involve clients with roadmap development and platform strategy. Premium support services are available.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: As this service is for renewing customers only, onboarding is a unnecessary, unless the renewal includes an upgrade or purchase of additional Service features. Upgrades and new features come with training and blended familiarisation programmes which include the delivery of live, interactive online training sessions (which are recorded for refresher training purposes). In business-as-usual, system administrators have access to online training via our online portal, via the Totara Academy programmes, and a comprehensive online Help documentation portal. In addition, system administrators have ongoing support via our online Helpdesk (as part of their Support package), and via optional further training and consultancy from our Operations teams. We also facilitate client networks (sector- and topic-specific), events, and forums to promote networking, sharing and collaboration
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• Documentation accessibility standard: WCAG 2.2 AA
• End-of-contract data extraction: When the contract ends, we will provide you with a copy of all user and site data. On an agreed date before the contract ends, we’ll package your user files, records and database and place these on a secure FTP space. You, or your new Supplier, can then download this packaged site and data. Once all is transferred successfully, you let us know, and we then remove all copies (staging, live and backup) of your site and data from our servers. We do not provide a copy of any software code used the course of delivering the Service, We can provide additional help in migration for an additional agreed support fee. On termination, we purge all client data from servers and all historic backups and provide you with written confirmation of this purging.
• End-of-contract process: The off-boarding process is included in the price of the contract (provide client/new supplier with all data, purge client data at agreed timescale), any additional actions would be at additional cost.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Totara is written in-line with industry web standards including XHTML, HTML5, and ECMAScript 5.1 (commonly referred to as JavaScript). Totara Learn displays in the latest browsers that supports these standards. We aim to ensure that the product is equally usable both on desktop and mobile devices. Areas such as navigation, expandable/collapsible sections, and actions should all work with both desktop and mobile controls. There are also responsive themes provided with Totara that will re-flow for smaller resolutions to give the best possible user experience. We also supply native Mobile Apps (optional).
• Service interface: Yes
• Description of service interface: The application is written in-line with industry web standards including XHTML, HTML5, and ECMAScript 5.1 (commonly referred to as JavaScript). It displays in the latest browsers that supports these standards.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Yes, with every major release we provide an Accessibility Compliance Report (ACR) based on the Voluntary Product Accessibility Template (VPAT). This is a report which outlines our understanding of each success criterion for WCAG 2.2 A and AA, details on the areas where we support the various criteria, as well as outlining the evaluation methods used.
• User support accessibility: WCAG 2.2 AA
• API: Yes
• What users can and can't do using the API: REST, SOAP, GraphQL, and XML-RPC can be utilised within our platform and implemented on request by the technical team to integrate external systems such as payroll and HR systems. SCORM, AICC and xAPI can be utilised for elearning and set by the user within external authoring technologies.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Our Totara user interface has high configurability built into the system administration menu and this includes the user interface colours, language, navigation and layout, and a wide range of additional theming areas. Totara is a permissions-based system so anyone with the appropriate level of permission can make the customisations. Customisation can be at site level, at category/course level and across a wide range of other platform functionality areas (dashboards, theming, user journeys, CPD evidence, competencies, reports, system access rights, and many more). At the course level, there are a range of course creation options and activities that are customisable including the layout of the activities, and the design of online assessments. There is a report builder where the appropriate users can customise reports and dashboards.

Scaling

• Independence of resources: Our platforms are hosted on scalable cloud servers that are monitored 24/7 using performance monitoring software. Our standard hosting model is based on typical usage/concurrency, we can also provide high-usage and light usage models (with associated cost implications) as defined in our pricing documentation and terms and conditions.

Analytics

• Service usage metrics: Yes
• Metrics types: The report source for service metrics includes a 'Site Logs' audit trail for site-wide user activity logging. This system logging gives administrators the ability to see which pages a learner has accessed, time/date they accessed, the IP address, and site actions (view, add, update, delete). These time-limited logs can be displayed on a page or downloaded in text, ODS, Excel.; We can also provide site activity tracking reports (from a web analytics application) to provide rich data around LMS in-page time spent, bounces, geographical access and device/browser intelligence.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: Yes

Supplier type

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Security Clearance (SC)

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: 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: ‘IT Health Check’ performed by a CHECK service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Physical access control, complying with SSAE-18 / ISAE 3402
  • 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 / Cryptographic Erasure
  • Data Erasure
  • Explicit overwriting of storage before reallocation / Secure Erase
  • Degaussing
• 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: The platform has GDPR functionality and has the ability for an individual user to export all data linked to them. The format of each item of exported data is equivalent to its storage method in the application's database (e.g. course names/completion dates, or numerical values that represent status). The platform also provides capabilities for export in the application (e.g. Report Builder, Record of Learning). This approach can be useful for an individual wanting, for example, to take their completion data (courses, competencies, certifications) with them to a new employer.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats: PDF
• Data import formats:
  • CSV
  • Other
• Other data import formats: External system or database integration

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: We work to make your Production System available for use over the internet 24 hours per day, 7 days per week. We regularly achieve less than 0.01% of the year of unscheduled downtime (total inaccessibility to your production site). Planned maintenance is excluded from the calculation. Planned maintenance generally takes place between 5pm and 8am, though in exceptional cases this may take place during 8am and 5pm (or as agreed with clients). Critical security patches may be undertaken with shorter notice periods. Your Totara site will be monitored via health checks at the server and application layers. Full details of our SLA are contained in our terms and conditions documentation.
• Approach to resilience: We provide industry-leading hosting for high performance services on our secure public cloud infrastructure. Our hosting partners have ISO27001, ISO9001 and ISO27017 certifications and our services are configured to be PCI-DSS (credit card processing) compliant. The security and service around the server infrastructure and network are monitored in real time. Our security suite and defence system is based on detection/ diversion/ verification/ forwarding, and inspections are performed in real time. We have a suite of automated tools to manage DDoS risks, and to manage uptime/server alerts. Backups and redundancies in servers reduce the likelihood, and severity, of risks. Our technical team receive text messages if there is unexpected downtime and we have clear internal escalation and business continuity plans. Further details can be provided on request.
• Outage reporting: We report outages through online Helpdesk notifications, email alerts, and by phone, as relevant.

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
• Access restrictions in management interfaces and support channels: Platforms utilise role-based access control for named system administrators, and all other role types (i.e. managers, employees, trainers, etc). The individuals, system administration and management roles, and specific configuration access are specified and agreed as part of the Implementation process. The named system administrators also have access to technical support via our Helpdesk. This is routinely audited, as part of ISO27001 accreditation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)

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: Between 1 month and 6 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 1 month and 6 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: Information Security Management System policies and processes, audited and certificated to ISO27001 standard. Audit reports available on request. Our Information Security Manager is an executive level Director. We have an ICO registered Data Protection Officer (DPO). Our Cyber Security and Information Security policies are communicated to, and signed by, all employees. Staff training around Security and GDPR is a key element of our onboarding process. We have regular audits of our security controls including ensuring that all devices used by staff are fully compliant. All staff are updated at internal company meetings about ongoing cyber and information security requirements of personal devices and internal systems.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Code is managed by the Technical Services team utilising Git. Service and feature changes follow secure software development practices. Access to production environments is limited. All changes are reviewed and tested before approval and promotion. Stages include design, documentation, implementation and/or rollback, testing in staging and dev sites, peer review, and approval by authorised parties. Exceptions to change management processes are documented and reviewed. All changes and upgrades are tested within a client specific development environment to ensure functionality and security before moving to the live environment.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Vulnerability management is a control within our Information Security Management System. We monitor for vulnerabilities, and where vulnerabilities are identified, system asset lists are examined to assess the impact of the vulnerabilities on the security of the system. Where a software update is deemed necessary, then the change control process is initiated. Critical patches are deployed as soon as reasonably possible.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Our cloud-hosted platforms are monitored 24/7 at the application layer via health checks and performance monitoring. In the event of a potential compromise the technical team are alerted to resolve the issue within the stated SLA. Our defence approach is based on detection/ diversion/ verification/ forwarding.
• 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: Yes
• Incident management approach: Users report incidents via our Helpdesk, which triggers the internal incident management process, involving Classification and initial support; Investigation and analysis; Resolution recording, closure and reporting via the Helpdesk

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: No
• Free trial available: Yes
• Description of free trial: The free trial site enables you to explore Platform functionality and try out features such as dashboards, site navigation, appraisals, competencies, 360 feedback, reports. Contact hello@totara.com for access. Site configuration and data is refreshed periodically.

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: CIRQ
• ISO/IEC 27001 accreditation date: Monday 15 December 2025
• What the ISO/IEC 27001 doesn’t cover: The scope of the ISO/IEC 27001:2022 certification includes the information security management system (ISMS) supporting the design, development, and support of the Totara Suite, supplementary cloud product offerings, and global operations teams affecting the ISMS. ; ; It does NOT include customer-managed environments, including customer-owned infrastructure, third-party systems, or configurations that are outside the supplier’s operational control
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: Yes
• PCI DSS certification accredited by: SecurityMetrics
• PCI DSS accreditation date: Thursday 11 December 2025
• What the PCI DSS doesn’t cover: The PCI DSS certification is a Self Assessment Questionnaire (SAQ A 4.0.1 ). It does not cover other PCS DSS levels.
• Cyber essentials: Yes
• Cyber Essentials Certificate Number: 033b4c30-2bde-498d-b975-ad69685a141a
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: No

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

  • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
  • 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
  • Entitlement to sick pay for the contract workforce, with provision in place for any staff who do not meet the earnings threshold for statutory sick pay, payment of sick pay from day one of absence and payment of staff on the contract workforce who are off sick a replacement income of 100% of their usual earnings for as long as possible
  • Understanding of in-work progression issues affecting 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 support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
  • 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

  Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

  • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
  • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications

  Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

  • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
• 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
  • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
• 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
  • Inclusive and accessible development practices, including guidance for line managers on recruiting, managing and developing people with a disability or health condition
• 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
  • Actions to invest in the physical and mental health and wellbeing of 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 tenders@totara.com. Tell them what format you need. It will help if you say what assistive technology you use.