Dotdigital

Dotdigital

Dotdigital is a cross-channel marketing automation platform and services provider. It helps 4,000+ brands send personalized marketing campaigns across multiple channels (email, SMS, WhatsApp, social, live chat, and more). Paired with its Microsoft Dynamics 365 CRM integration, marketers are able to deliver impactful end-to-end customer experiences.

Features

• Create cross-channel marketing automation programs in drag-and-drop journey builder
• Create no-code email, SMS and push campaigns
• Website personalization and real-time dynamic email content
• Grow your marketing list with landing pages, forms, and surveys
• AI assisted campaign creation, optimization and reporting
• Build segments with zero-party data, custom insight and behavioural triggers
• Automate preference management and maintain single-source-of-truth between Dotdigital and CRM
• Built-not-bought integrations with commerce/CRM platforms like Microsoft Dynamics 365
• Deeper customer insights with predictive analytics and single customer view

Benefits

• Save time and improve productivity with easy-to-use automation capabilities.
• Effortlessly create successful email campaigns with AI assistance
• Deliver personalized journeys from anonymous website visitor to loyal advocate
• Tap into quick-start integrations with Google Sheets, Eventbrite, and more
• Make the complex easy with multi-account support and cross-account reporting
• Manage access securely and reduce administrative overheads with Single sign-on
• The only carbon neutral and ISO14001 certified marketing automation platform
• Work in a future-proof platform that releases platform enhancements regularly
• Improve email deliverability with our in-house team of subject-matter experts
• Access training and award-winning 24/7 support anywhere in the world

• 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 james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

714917805584608

Contact

James Singleton
+44 (0) 20 3953 4902
james.singleton@dotdigital.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Marketing campaign management
• Multi cloud support: No

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: CRM Applications (Microsoft Dynamics 365, Salesforce CRM, Donorfy, and more) and Commerce platforms (Adobe Commerce, Magento, Shopify, BigCommerce, Shopware, WooCommerce, and more)
• Cloud deployment model: Public cloud
• Service constraints: N/A
• System requirements:
  • Web browser
  • Internet connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Average chat wait time: 1 min 53 secs; Average call wait time: 15 secs; Average first response time for email: 3 hrs 45 mins; ; (Data from Jan 25 - Nov 25)
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.2 AA
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.2 AA
• Web chat accessibility testing: N/A
• Onsite support: No
• Support levels: At Dotdigital, we offer:; ; - 1st line support; - 2nd line support; - 3rd line support; - Advanced Technical Support: Development, Service Ops, DBAs, etc; - Other Support areas: Product Management, Deliverability, Customer Success, Fin Ops/Credit Control etc; ; The movement of a work item through the support team is influenced by the nature of the query. With every effort being made to provide quick resolutions and limit escalations to other teams. Typically, our support team works 24/5 however 24/7 support is also available at additional cost.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: All users have access to a dedicated project manager to assist with onboarding. In addition, we offer live training sessions, an extensive help center, in-app tutorials, and an online academy.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: Upon end of contract users can export their data via API or throught the UI using CSV. Alternatively, our Custom Technical Solution team can be engaged to export data in an alternative format based on client needs.
• End-of-contract process: Where a Call-Off Contract is terminated by either party before the end of the Term (except where terminated by the Client due to a material breach by Dotdigital), all remaining fees for the remaining term shall be immediately payable.; ; Following termination: (a) Dotdigital shall have no obligation to retain any client data. If the client wishes to export any data, it should do so prior to the effective date of termination. Where the client requires Dotdigital to export any data on its behalf a charge may be applied for this additional service; (b) the client shall immediately cease using the Services; and (c) any provision which expressly or by implication is intended to come into or remain in force on or after termination shall continue in full force and effect.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: Via Email, HTML, PDF, Video.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Dotdigital is a cloud-based marketing automation platform. It provides a highly accessible, interface-led solution for marketers to build and execute marketing campaigns from start to send. Dotdigital continuously ranks as a ‘Leader’ for its ease-of-use across G2’s market reports.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Dotdigital has undergone a full WCAG 2.1 audit by the disability charity Scope that utilised, amongst other tools, both automated and manual screen readers. ; ; In 2025 we have worked to improve accessibility in many areas across the product.
• API: Yes
• What users can and can't do using the API: The Dotdigital API is a family of web services that provides programmatic access to a huge range of Dotdigital's functionality. ; ; The API is REST based with most core capabilities also offered via SOAP. It enables every primary in-app action to be done programmatically. Specifically, this includes the management of contacts and data, address books and segments, campaigns, campaign assets and templates, marketing preferences and suppressions, contact scoring, automation programs, and pages and forms.; ; Additionally, it provides the ability to send real-time communications to channels including email (REST and SMTP), SMS (REST and Email to SMS), WhatsApp, app push, and live chat. Real-time feedback on sent messages can be received via webhooks.; ; Learn more here: https://developer.dotdigital.com/docs/getting-started-with-the-api
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Users can customise Dotdigital in several ways. Options include tailoring the service via plan type, adding custom data fields, and connecting with other platforms through integrations. You can also set permissions to control what different users can see or do, and translate the interface into 13 supported languages.

Scaling

• Independence of resources: Dotdigital is built upon a highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Performance and availability are monitored 24x7, with a dedicated Service Operations team able to quickly react to service degradation

Analytics

• Service usage metrics: Yes
• Metrics types: Account report; Address book analytics; Campaign report; Cross-account reporting; Unsubscribe, bounce, replies report; Heatmap and link hotspot report; ROI report; SMS report; WhatsApp report; Chat report; Program report; Program analytics; Product recommendation report; Push notification report; Segment analytics; Customer dashboard; Retail dashboard; Persona movement report; Abandoned cart report; Survey report; Landing page report; Email revenue report; Single customer view
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

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:
  • United Kingdom
  • European Economic Area (EEA)
  • Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest: Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: A third-party destruction service
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data can be exported in-app in CSV format, and also via the API usually as JSON. Alternatively, our Custom Technical Solution team can be engaged to export data in an alternative format based on client needs.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • JSON
  • .XLS
• Data import formats:
  • CSV
  • Other
• Other data import formats:
  • .XLS
  • JSON

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: As per 2.2 of our standard terms (https://dotdigital.com/terms/), Services will be available with 99.5% uptime in any calendar month, excluding scheduled maintenance and emergency maintenance
• Approach to resilience: Dotdigital’s SaaS solutions are built upon highly resilient and scalable cloud infrastructure. Load is shared across multiple instances of each service tier reducing the risk of a component failure causing an outage. Services and data are also replicated to three separate facilities within the region, mitigating the risk of a data centre outage.
• Outage reporting: Customers can subscribe to service updates via email, SMS, RSS feeds at https://dotdigitalstatus.com/. Current service status and historical information is also available on this resource.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password
• Access restrictions in management interfaces and support channels: Users will use their email address and a password to authenticate. When logging in from a new device or browser, or for the first time in 30 days, the user will be asked to authorise the device by following a link in an email, or by entering a code sent via SMS to the users registered number; preventing account takeover from a compromised password. TOTP MFA is also supported, as is Singe Sign-On (SSO)
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Username or password

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: Between 6 months and 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

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: Dotdigital has implemented a comprehensive Information Security Management System (ISMS); which includes the mandatory requirements of the ISO 27001 standard, as well as any additional policies and procedures that have been deemed necessary by the business. The Information Security policy statement can be found at https://dotdigital.com/trust-center/security-policy/
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Machines are built from approved images or scripts, with independent review of a sample of the machines as part of the Cyber Essentials Plus, and annual penetration testing programs. Group polices and other Configuration Management technology such as Microsoft DSC, MS Intune are used to configure additional settings and controls to each machine. A Change Management Process is in place to control changes to production environments; which is in scope of ISO 27001 audits.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Dotdigital’s security team manage a vulnerability management program which includes the use of tooling for scanning internal and perimeter networks and hosts for vulnerabilities; as well as managing issues highlighted in penetration testing, audits, and public bug reports.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Web Application Firewalls, Intrusion detection systems, endpoint security agents, internet and email gateway security solutions are in place, and configured to alert the internal security team. An external SOC also monitor and alert on security events.
• Incident management type: Supplier-defined controls
• Incident management approach: An Incident management policy is in place, which defines how incidents are handled, and where responsibilities sit. The response process follows the SANS incident response framework, and is led by dotdigital’s Head of Information Security with support from a wider Incident Response Team
• Post-quantum cryptography secure: Yes

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: Yes
• Free trial available: Yes
• Description of free trial: Trial accounts have access to all features for 14 days, except those listed below.; ; Not included: team management, web behavior tracking, SFTP scheduled contact importer, use of CustomInsight. ; ; Send limits: 10 emails (or 50 with a validated phone number), 50 transactional emails, 10 SMS.
• Link to free trial: https://dotdigital.com/quick-demo/

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 15%
• Between £250,000 and £500,000: 25%
• Between £500,001 and £1,000,000: 25%
• Between £1,000,001 and £2,500,000: 30%
• Between £2,500,001 and £5,000,000: 30%
• Over £5,000,001: 30%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Alcumus ISOQAR
• ISO/IEC 27001 accreditation date: Thursday 18 June 2020
• What the ISO/IEC 27001 doesn’t cover: Office Locations outside of the UK
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): No
• CSA STAR certification: Yes
• CSA STAR accreditation date: Tuesday 25 June 2024
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: N/A
• PCI certification: No
• Cyber essentials: Yes
• Please provide your Cyber Essentials Certificate Number: 74c5545a-f453-4585-a3e6-6ae2b2dbd99b
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: 8b6ab615-9aea-4b2e-ba3a-90bb9b8aa4cf
• Other security certifications: Yes
• Any other security certifications: ISO 27701

Social value

• Section B - Commitment for Future: Delivery:

  • 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

    • 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 report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • 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

  • 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
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies

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 james.singleton@dotdigital.com. Tell them what format you need. It will help if you say what assistive technology you use.