Webinars

Service scope

Software add-on or extension: No
Cloud deployment model: Private cloud
Service constraints: None
System requirements: Internet/WiFi Connection

Access to internet browsers (mobile and desktop compatible)

User support

Email or online ticketing support: Email or online ticketing
Support response times: General Event SLAs
During the normal working hours of 8am UK Time - 4pm Pacific US Time.
SEV1 Incident - 1-4 hours
Miscellaneous support via email - 3 hours

Premium & Monitored SLAs
Premium Supported Live Event: 24/7, 365
Monitored Event Support during the normal working hours of 8am UK Time - 4pm Pacific US Time.
SEV1 Incident - 90 seconds - 4 minutes
Miscellaneous support via email - 3 hours
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
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: The WorkCast attendee experience can be built to deliver in line with WCAG standards and has a track record of doing so in EMEA and North America. As standard, because we rely heavily on video, we do not support WCAG but this IS a possible add on to all events and Licences. Where live streaming and subtitling of live events is required we do offer non-standard solutions
Web chat accessibility testing: Testing has been carried out by AbilityNet and implementation of ReciteMe has taken place.
Onsite support: Yes, at extra cost
Support levels: All licenced accounts receive a named Account Manager and are introduced to the Onboarding team who welcome them to the Platform and provide support throughout the licence term. Users can purchase additionally monitored or fully premium support bundles for webinars, live streaming and virtual conferences should this be required.

Email, telephone & chat support are also included as standard.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: WorkCast provide a full onboarding service and initial training to help users get up and running. Each user is consulted during onboarding to set up and configure their account based on their specific requirements and type of Licence purchase. In addition, you are provided with an Account Manager who works with you on 'best practice', practical advice, guidance and consultations. We welcome Users to attend regular user groups to welcome feedback on our platform & services. WorkCast also have an Insite Learning Portal that contains documentation, videos and webinars for all elements of the Platform and Event Delivery.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: Customers can download from the cloud (AWS) if they haven't already. They can do this for all webinars, data, reporting and analytics.
End-of-contract process: All data extracts are included in the cost of the contract on a self-service basis and must be carried out prior to the final date of Licence.

An additional cost would be incurred if we were required to do this extract for you.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: None - the interface for attendees is intuitive and automatically adapts to the mobile/device the event is being streamed to. No Mobile App required.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Entirely browser-based interface, receptive across the stated browser types and mobile devices, both Apple & Android.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: WorkCast attendee experience can be specifically built to deliver to WCAG standards and have a track record of doing so in EMEA and North America. As standard, because we rely heavily on video, WCAG is a possible add on to all events and Licences. Where live streaming and subtitling of live is required we have non-standard solutions such as ReciteMe.
API: Yes
What users can and can't do using the API: Integrations to 3rd Party CRM and Marketing Automation tools are available to the users. Any other bespoke API requirements (RESTful API's) can be built on a case-by-case basis and would need to be discussed with our Development Team. Embed codes are also available as an alternative.
API documentation: Yes
API documentation formats: HTML

PDF

Other
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: - Fully branded workflow templates created to your branding guidelines and specifications - registration page, email comms, live event page, post-event emails, surveys.
- Q&A, Polls, Engagement Wall, Social Media feeds, 3rd party widgets, document downloads and open chat can all be included and personalised.
- Reporting can be set up to display your key metrics in a dashboard while making the others available to download or view.
- Event embedding into your own site is available should you wish to have your stream sit within that environment.
- Platform is available self-service so all of these can be done by the user, or they can utilise WorkCast's support services.

Scaling

Independence of resources: Our entire platform is hosted using AWS Cloudfront - making it the most stable, reliable and scaleable platform on the market. We’ve removed the need for software,apps or plugins making it straightforward for registrants to access your webinars. Utilising both mpeg-dash, HLS and html5 for live and on-demand streams means your attendees will experience clear and uninterrupted broadcasts, no matter their bandwidth. We regularly load test our platform in excess of any client requirements to ensure consistant scaleability.

Analytics

Service usage metrics: Yes
Metrics types: Metrics include and are not limited to:
- Number of registrants
- Number of attendees
- Live viewing times & on-demand viewing stats
- Poll responses
- Q&A - asked and answered
- Documents clicked/downloaded
- Campaign tracking with referrers
- For CPD/CPE events, attendees may also track their progress and their responses to questions with pass & fail grades
- Reports are available to view within the Platform, be pushed into a Marketing Automation or CRM tool or to be downloaded as a CSV
- Number of events booked and delivered and combined reports for comparison on selected Licences
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Developed Vetting (DV)

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: Complies with a recognised standard (for example CSA CCM version 3.0)
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 SSAE-16 / ISAE 3402

Encryption of all physical media
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Users can export data in several ways:
- Integration with their Marketing Automation tool
- API
- CSV format
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: WorkCast will provide 98% System Availability measured over prior 3 month period, excluding any System Maintenance or Force Majeure Events. Further information and SLAs can be found here under Schedule 1: https://info.workcast.com/terms-conditions
Approach to resilience: WorkCast has no single point of total failure. Resilience and backups are architected into the hardware but also in the software architecture. This is applied throughout the entire platform and within our partners. High level architecture diagrams can be requested.
Outage reporting: We use:
- A service status announcement: https://workcast.statuspage.io/
- Email alerts

Identity and authentication

User authentication needed: Yes
User authentication: Username or password
Access restrictions in management interfaces and support channels: - Dedicated, secure URL's for areas such as reporting and content upload
- Secure URL's and login credentials to platform interfaces dedicated to specific user levels
Access restriction testing frequency: At least every 6 months
Management access authentication: 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: 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: 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: British Assessment Bureau
ISO/IEC 27001 accreditation date: 09/04/2020
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 07/11/2020
CSA STAR certification level: Level 2: CSA STAR Attestation
What the CSA STAR doesn’t cover: This certificate is held by Amazon Web Services, our data centre provider.
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO 9001

ISO 27017

ISO 27018

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: No
Security governance approach: We have a security governance board which is run by our Head of Business Operations and includes members from Operations, Architecture and Finance and HR. The board meets regularly and reviews any changes in security advice, notifications from partners and industry trends. Any updates required or process improvement is agreed.
Information security policies and processes: The Information Security Committee is responsible for providing quarterly Information Security briefings for all staff. All Employees are required to sign the "Information Security Policy" document as soon as practicably possible once they have accepted the offer of employment. A copy of the document is available on request. All employees are required to report any breach or potential breach whether this is internal/external/deliberate or accidental to the line manager who will then inform senior management.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: - Internal ticketing system to track components through their lifetime
- Consistent development work - ticketed
- Consistent testing - ticketed
- Client requests - ticketed
- Client onboarding - ticketed
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Information Security within the datacentre operates according to the requirements of the ISO27001 standard. An Incident and Major Incident Management process is put in place to deal with any event that might develop into an incident. All infrastructure and services that are in AWS's scope are periodically assessed for vulnerabilities. Penetration testing exercises take place in all the necessary segments of infrastructure and applicable services. AWS covers all the major incident scenarios. Physical security is in line with the requirements of ISO27001; all secure areas are controlled this includes site sign-in, CCTV, access registration and specific customer issued badges.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Event Logs are scanned on a daily basis for any potential compromise in our platform security, our host AWS have their own procedures for identifying any system that is compromised. If a potential compromise is detected it is investigated immediately by the operations & support staff. We respond to any incident with an SLA of as soon as it happens.
Incident management type: Supplier-defined controls
Incident management approach: We have a fully documented incident management process and SLA's. Users can raise a ticket for investigation by phone, email, chat and via the platform and the result of the investigation would be made available to the user that raised the incident. See more at https://info.workcast.com/terms-conditions

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

WorkCast make a conscious effort to have a positive impact on Climate Change. This includes but is not limited to: - The platform itself is an online event platform, contributing to a reduction in pollution from running and attending physical events - Car sharing/pooling - Cycle to Work schemes - No-paper and clean desk policy - A Social Committee that organises events such as beach cleans - Actively recycle - Offices based in an eco-friendly build - Energy consumption and efficiency is taken into consideration when purchasing new tools and services
Covid-19 recovery: Covid-19 recovery

WorkCast is an online event hosting platform and has maintained a healthy flow of business before, during and after the global pandemic. We have provisions in place to maintain a Covid-safe office work environment now and if there were to be reoccurring waves or regional/national/global lockdowns. Our staff have also been provided with the relevant HSE-approved equipment to enable them to maintain a flexible office/WFH balance.
Tackling economic inequality: Tackling economic inequality

WorkCast strives to remedy economic inequality through processes such as: - Salary review research across regional and national averages - Banded salaries in selected departments
Equal opportunity: Equal opportunity

WorkCast strives for equal opportunities across all functions of the business with initiatives such as: - A Diversity & Inclusion Committee - Employee engagement survey each quarter with the leadership meeting taking actions to improve - Recruiting, progression & promotion executed fairly and equally
Wellbeing: Wellbeing

WorkCast sees Wellbeing as a core focus of the business and regularly run and take part in campaigns. Examples of this are: - Mental Health Awareness Week - Mental Health Talks - Book Club - Macmillan bake sales - Children in Need Raffle - Cycle to Work Schemes - Regular social activities in and out of work - Private Health Care - Free breakfast and snacks throughout the day - Maternity & Paternity entitlement

Pricing

Price: £333 a licence a month
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: We offer a 14-Day Free Trial of the Lite & Pro Licences which include all features & functionalities of the WorkCast Platform defined under features page on the Pricing Document. We recommend a consultation with our experts prior to & during the trial.
Link to free trial: https://info.workcast.com/get-your-free-workcast-trial

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

Webinars

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