Infobip - Answers - Bot Building Platform

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: Contact Center Solution - Conversations; Communication channels provided by Infobip
Cloud deployment model: Hybrid cloud
Service constraints: Currently only available over web-based interface.
To use Answers, clients need to set up a channel and configure senders (brand representative) so that the customer can reach out to them. Also, each channel requires a different setup under different conditions. All senders have to be required by Infobip.
System requirements: Appropriate web browser (for web based interface integration)

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response time depends on Support Package.
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: Chat is accessible over Infobip web based interface.
Web chat accessibility testing: N/A
Onsite support: No
Support levels: We have 4 support levels: Standard (€ 129 per month), Advanced (€499 per month), Professional (€1399 per month) and Premium (€4999 per month).
Levels vary in response time, support channels and availability.

Dedicated Account Manager is included in Professional and Premium Packages. Dedicated Engineer is included in Premium support.
Support available to third parties: No

Onboarding and offboarding

Getting started: Four types of onboarding packages available that may be chosen. Different amount of services included. Also available custom configured package to suit for any unique requirements
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Following the termination of the contract, Infobip complies with agreement made between Parties concerning return or deletion of Data.
End-of-contract process: Termination is defined by the Main agreement between the Parties.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: No
Service interface: Yes
User support accessibility: None or don’t know
Description of service interface: Answers is built into our web interface suite, allowing clients to launch bots effortlessly and cost efficiently. Through the web interface clients have access to the tools to effectively manage bots.
Infobip Web interface is a web-based tool used for creating and sending messages over bots to end users via various channels. It’s a web-platform that allows clients to utilize multiple mobile engagement options and combine channels to target cross platform recipients with pinpoint accuracy.
In addition to providing access to Answers features, it also provides consolidated view and in-depth analytics for all services, campaigns, and user behavior.
Accessibility standards: None or don’t know
Description of accessibility: Only authenticated users can log in the service. Additional access criteria can be set on user or group basis.
Accessibility testing: N/A
API: No
Customisation available: Yes
Description of customisation: By low-code/no-code interfaces that allows to create business flows

Scaling

Independence of resources: Answers capacity and resources are extended. However, Answers is dependant on channel throughput and as part of the platform is shared, it can be affected by usage of others.

Analytics

Service usage metrics: Yes
Metrics types: Basic analytics will include:
Number of total sessions
Number of total messages
Number of sessions per each chatbot
Number of inbound messages per session
Average session duration
Reporting types: Real-time dashboards

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
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: Managed by a third party
Penetration testing frequency: At least every 6 months
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Other
Other data at rest protection approach: Security measures are defined in line with ISO 27001
CSA STAR questionnaire available at https://cloudsecurityalliance.org/star/registry/infobip-ltd
Data sanitisation process: Yes
Data sanitisation type: Explicit overwriting of storage before reallocation

Deleted data can’t be directly accessed
Equipment disposal approach: A third-party destruction service

Data importing and exporting

Data export approach: Users can export/import their own ML training data sets.
Users can export communication logs over service interface (.xsls, .cvs file).

For additional data, appropriate account manager should be contacted to coordinate the export based on the requirements.
Infobip as processor is fully GDPR compliant.
Data export formats: CSV

Other
Other data export formats: Txt
Data import formats: CSV

Other
Other data import formats: Txt

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Legacy SSL and TLS (under version 1.2)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: SLA is considered confidential, and as such can only be shared with NDA.
Approach to resilience: Infobip platform is designed as Multi Datacenter solution with geo redundant locations. Each Datacenter has internal redundancy, meaning clustering in place, redundant connectivity and backup solutions. Each Infobip service is deployed on multiple instance thus providing fully scalable and reliable solution.
Outage reporting: Outages are reported over email alerts.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

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: Logical access to Infobip information assets; servers, databases, network and applications, is granted following the principle of least privilege (PoLP).When connecting to the production systems, employees are using VPN (2FA) connection and are required to request the access. Access has a maximum duration of 8h after which it is automatically revoked and when the person needs the access again, the procedure is repeated.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Dedicated link (for example VPN)

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: 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: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: Bureau Veritas Certification Holding SAS - UK branch
ISO/IEC 27001 accreditation date: 12/06/2017
What the ISO/IEC 27001 doesn’t cover: We can clarify the scope in a document once the NDA it's signed
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 18/02/2021
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: All parts of our services are covered
PCI certification: Yes
Who accredited the PCI DSS certification: Advantio Ltd
PCI DSS accreditation date: 8 July, 2019
What the PCI DSS doesn’t cover: Advantio Ltd has issued this certificate to indicate that Infobip has
been assessed against the objectives of the Payment Card Industry (PCI) Data Security Standards (DSS) security assessment procedures and were found to be compliant with the PCI DSS
V3.2.1, on the date of issue only, no other guarantees given.
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO/IEC 27017:2015

ISO/IEC 27018:2019

ISO 9001:2015

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: Appropriate Information security policies are in place. However, they are considered confidential and, as such, can not be shared.

More information can be reviewed at our "Technical Organisation Measures" document

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Infobip has defined, documented and implemented a set of policies and procedures in IT and Information Security domain in line with ISO 27001 for change management,

Infobip has formally defined and communicated change management policies, procedures and guidelines which define responsibilites and activities related to change management process.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Vulnerability Assessment scans are performed weekly for our Data Centers public IP address space using vulnerability scanning tool, which provides CVSS Base Score.

External penetration tests are conducted by renowned 3rd party companies on semi-annual basis using best practice methodologies: OSSTMM , OWASP , NIST penetration testing and audit methodologies, including automated and manual techniques designed to evaluate the security of our target systems.

Patches,updates are deployed in a time frame that is dependent on the severity of the vulnerability which is mitigated by it. Patches and updates are firstly tested on testing machines prior to deployment to production
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: All relevant information regarding our Platform is logged, being monitored and managed by our Support, Security and Networking teams.

Infobip has formally defined and communicated an Information Security Incident Management Policy and related procedures to encourage consistent approach and effective resolution of security incidents and ensure:
- recovery of functionality in a defined time interval;
- elimination of identified security threats;
- improving communication between different organizational units and gathering information throughout the incident;
- taking action to avoid repetition of similar events in the future.

Incidents are categorized, handled, documented and escalated towards responsible management levels as defined
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: Infobip has formally defined and communicated an Information Security Incident Management Policy and related procedures to encourage consistent approach and effective resolution of security incidents and ensure:
recovery of functionality in a defined time interval;
elimination of identified security threats;
improving communication between different organizational units and gathering information throughout the incident;
taking action to avoid repetition of similar events in the future.

All reported incidents are entered in incident management application by responsible Security team employee or automatically via email or API. Incidents are categorized, handled, documented and escalated towards responsible management levels as defined in
ISIM Policy.

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 v3.0)

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

Climate action is a pressing issue for our world. To reduce our impact, we built our Zagreb and Vodnjan campuses in Croatia under the EU directive 2010/31/EU, achieving an “A” grade EPC certificate. Our campuses were designed in line with greener structure best practices, and we will explore opportunities to further reduce our environmental impact in 2022.
Covid-19 recovery: Covid-19 recovery

Business Continuity Plan for pandemic response activated since the beginning of 02.2020
Tackling economic inequality: Tackling economic inequality

We used our international footprint and community partnerships to promote IT and communications learning. We partnered with STEMI in 2020 to promote STEM subjects and careers by giving students a hands-on look at the world of artificial intelligence. We believe employee development is key to the success of every organization, and that internal and external educational events are some of the best ways to grow, learn, and gain new perspectives. That’s why all Bippers receive an education budget to grow their capabilities and enrich their teams.
Wellbeing: Wellbeing

Throughout the COVID-19 pandemic, we proactively deployed several measures to support the wellbeing of employees as we lived our “new normal.” We launched the “Wellbipping” program to prioritize the mental health of our employees. This included the launch of “Joy,” a wellbeing chatbot designed to help Bippers focus on their health and happiness. Infobip also partnered with healthcare, government, and other organizations on chatbot initiatives to help share real-time COVID-19 information across people’s preferred channels.

Pricing

Price: £315 a unit a month
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: During trial period, service can be used without a sender and tested over built in Simulator, which has limited functionalities and can only be used for testing purposes. Additional PoC is possible with dedicated sender, but is not free of charge.
Link to free trial: https://www.infobip.com/docs/essentials/free-trial

Infobip - Answers - Bot Building Platform

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Infobip - Answers - Bot Building Platform

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents