New Media Warehouse Ltd T/A Synergy Learning

Totara TXP (Learn, Perform and Engage) - Talent Experience Platform

The three parts of the Talent Experience Platform combine to unlock the full potential of your people, ensuring they learn, engage and perform to deliver where it counts. Learn their way, whenever and wherever they want. Engage your employees with collaborative learning. Perform at their best and motivate your people.

Features

• Track learning progress and compliance
• Personal development plans
• Manage team development (performance management)
• Encourages and fosters knowledge sharing (learning experience)
• Delivery of effective eLearning
• HR/ERP/CRM integration
• Organisation and position frameworks
• Performance management, appraisals and 360 feedback tools
• Accessible anywhere, any time, from any device
• Sophisticated reporting

Benefits

• Map learning to individual jobs, management, departments, teams and groups
• Access instructor led training, self-paced eLearning and virtual training
• Deliver training and content to users on any device
• Integration and interoperability with other platforms
• Content authoring and management capabilities with both content and activities
• Create assessments from question banks, track scores and completion rates
• Determine compliance criteria and maintain clear and accurate audit trails
• Maintain current and historical records of active and completed learning
• Support informal and social learning, allowing employees to share knowledge
• Complete picture of usage, progress and achievement across your business

£7,575 a unit a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jonathan.mcalister@synergy-learning.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

729056702877881

Contact

Jonathan McAlister
+44 (0) 28 9042 2000
jonathan.mcalister@synergy-learning.com

Service scope

• Software add-on or extension: No
• Cloud deployment model: Private cloud
• Service constraints: Preference is for deployment on LAMP environments. Synergy Learning provide a fully managed service on this stack.
• System requirements:
  • Microsoft Edge
  • Google Chrome
  • Recent versions of other browsers

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Average response time is 1 hour 20 minutes; ; No ticketing support response is available at weekends.
• 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: Web chat
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
• Web chat accessibility testing: None to date but we plan to
• Onsite support: Yes, at extra cost
• Support levels: Synergy Learning provides second line support to a dedicated team of Totara administrators/support staff with fixed or unlimited hour options available.; ; The provision of ongoing support includes the capturing of all feedback and calls logged with Synergy Learning in our helpdesk. Nominated users with access to the helpdesk will have access to all tickets, from all users, and will be able to view their status, change the priority, respond to any query and monitor the total time used.; ; For application support the severity of the issues or problems submitted determines the time and method of our response (email or by phone).; ; Fixed hour contracts range from £1,500-3,000. All costs exc VAT; ; An account manager is assigned to each customer with a technical account manager provided where applicable. Cloud support engineers are available as part of the application support provided.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We begin each implementation of our service with a series of onsite/remote consultancy days and training.; ; This ensures all required users are trained in the appropriate areas and the site is configured correctly.; ; In addition to have an implementation consultant and trainer, online documentation with self-service guides are available.; ; Administrators of the platforms will also have access to our application support helpdesk via email and/or phone.; ; Where additional training is required this can be provided onsite or remotely in short sessions, covering specific use cases that are unique to your requirements and workflows.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: At the conclusion of the hosting and support period, if the contract is not extended, the client can request all of their files and data to be provided as a migration to another platform/provider. Synergy Learning provides;; ; * Database dump; * Archived folder for Moodle files; * Archived folder of uploaded data and files; * Removal of all data once confirmation received that all files have been received; ; We also recommend and support you in creating specific reports that extract user records with the report builder, delivering data in a spreadsheet format, in addition to the entire site data backup.
• End-of-contract process: We provide the download of your site data, if under 5GB, as part of the contract. For any sites above 5GB a small charge will be applied to download your data locally, adding this to a portable storage device and securely sending this via courier.; ; For any transfers of sites via RSYNC an additional cost would be applicable for any additional time or transfers requested if this was required as part of a migration.; ; The daily rate for server engineers would be applicable to this.

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: Yes
• Differences between the mobile and desktop service: There is no difference in the mobile and desktop service. All features are available on mobile. The learning platforms are responsive in their design, ensuring the content responds accordingly based on the size of the screen the user is accessing the site on.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: The platform is accessed by all users and administered by users with higher privileges via a web browser. Different features are presented to a user based on the role assigned to them. Full administrator access would be provided to allow full service management.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: We have been involved in a number of government projects and we have completed, and continue to do, testing for users with assistive needs, especially to meet the requirements in the project GDS panel.
• API: Yes
• What users can and can't do using the API: Web services enable other systems to push and/or pull date from the platforms and perform operations. This simple example will give you an idea of how our web services infrastructure works;; ; * The client sends a username and password to the web service login script.; * The script returns a token for that user account.; * The client calls a particular web service function on a protocol server including the token .; * The protocol server uses the token to check that the user can call the function.; * The protocol server call the matching external function, located in a externallib.php file inside the relevant module.; * The external function checks that the current user has_capability to do this operation.; * The external function calls the matching Moodle core function (in lib.php usually).; * The core function can return a result to the external function.; * The external function will return a result to the protocol server.; * The protocol server returns the result to the client.; ; With over 200+ web services available in the core platform and the ability to write your own to extend the platform, the possibilities are limitless.
• API documentation: Yes
• API documentation formats:
  • PDF
  • Other
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: As an Open Source platform the core code can be deployed as-is or customised to meet specific needs. This includes, but not limited to:; ; * New features or functionality; * The interface and user experience (theme); * Additional web services; * Integration with third-party software; * Addition of community plugins, developed/contributed by others; ; User can customise either through the application itself (via settings that can be modified via the browser) or through development of their own code/plugins. Where this skillset is not available we can provide this service for you.; ; Customisations can be provided by other parties or suppliers and would require a review from a security and performance perspective before being applied to your own site.

Scaling

• Independence of resources: We provide both shared cloud and private cloud options for the managed hosting service of our applications.; ; If using the private cloud there will be resources allocated directly against the customers site and their users, independent of other sites or services that are provided. This ensures no other demands impact the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Service metrics are provided around the SLA's in the contract. This includes the response and resolution times of support tickets, the uptime/availability of the site, active user count, performance of the server and storage usage/available.; ; It is a fully managed service but additional metrics can be provided on request if they are readily available to provide.
• Reporting types: Reports on request

Resellers

• Supplier type: Reseller providing extra features and support
• Organisation whose services are being resold: Totara

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: Yes
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
• Penetration testing frequency: At least every 6 months
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: Deleted data can’t be directly accessed
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Users can export their data in spreadsheet format, PDF or OpenDocument formats. Reports can be built to create these exports.; ; Course data can also be backed up and migrated to a similar system using the backup/export tool. This is saved as a MBZ compressed file. Unique to the learning platform application.; ; This can be managed without any input from the supplier.
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PDF
  • Excel
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Excel
  • Aiken (text)

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • Private network or public sector network
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: Synergy Learning endeavours to provide the most reliable network infrastructure possible to its Customers. Provided the Customer has complied with its obligations under the hosting Agreement, Synergy Learning guarantees that the network is available 99.95% of the time, excluding: a) scheduled maintenance b) circumstances beyond the Supplier's reasonable control, including, but not limited to: DoS or other network attacks, upstream or 3rd party network outages, war, fire, flood, sabotage, labour disturbance, acts of government and c) breaking this Agreement or the Supplier's Acceptable Use Policy, available within the terms and conditions.; ; Where levels are not met, users can follow the guidelines in the contract to request a refund or cancel the service should they wish
• Approach to resilience: Multiple physical servers are in operation with a healthy amount of RAM installed. The servers use multiple Intel Quad core processors and run the XenServer Hypervisor. The servers have multiple physical NICs, which are actively in use providing a resilient path to the storage area network, public accessible network and the management network. The servers are configured to be in a XenServer pool with High Availability enabled in load-balanced environment. The platform also sits beneath the Synergy Learning perimeter firewalls. These are Cisco ASA firewalls in an Active/Active configuration with stateful failover.; ; Further information is available on request.
• Outage reporting: As per the SLA we will notify clients by email of any outage of prolonged length advising of a guided resolution time along with details of the issue.; ; Following any outages we follow up via email with a detailed outline of the cause, steps taken to resolve and any future actions advised to ensure this does not occur again.; ; An account manager will also be in contact for any prolonged issues by email and/or phone.

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: Access to the site is controlled by the role you are assigned, at various contexts that have a set of permissions which control what you can and/or cannot do.; ; Other restrictions can be put in place by management, organisational or position hierarchy within the application where configured correctly, ensuring users only have access to the information that is appropriate.; ; For support channels we limit the users who can access this resource by requesting names and email addresses of authorised users on contract initiation.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Identity federation with existing provider (for example Google Apps)
  • 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 have access to real-time audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: User-defined

Standards and certifications

• ISO/IEC 27001 certification: No
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications: ISO27001

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: No
• Security governance approach: Our datacenter and transit provider has ISO27001 security accreditation and we provide Cloud solutions to public sector organisations including high profile security conscious projects to Judicial Institute and Legal Aid Agency. Our platform falls within IL1/2.; ; We have documented processes and procedures for all items related to security that all required staff are aware of and follow.
• Information security policies and processes: All data will be held within our secure hosting infrastructure and Synergy Learning are registered data handlers under the Data Protection Act 1998 (registered number: Z2723604). By following our polices and internal procedures, both formal and informal, we ensure we meet the required regulatory compliance, this includes regular review of our policies and procedures.; ; All items from our IT Information Security Policy are covered in the training of new staff, particular those who would have access to the servers and data. This includes IT Department Responsibilities, Users’ Responsibilities, Software Security Measures, Anti-Virus Security Measures, Hardware Security Measures, Access Security, Data Protection, Internet and Email Use, Reporting IT Security Breaches, Workflows and Implementation of Policy. ; ; All staff report directly to the Head of Technical Services and person responsible for security in the matter of any breaches or concerns.; ; Whilst no guidelines are currently formally met we intend to formalise policies and procedures in the near future. Informal procedures have been agreed and communicated internally with nominated staff should this incident occur in the meantime.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: A copy of the code-base will be held in the central version control solution (GIT) managed by our development team. All code changes to the solution’s code base are recorded in this repository.; ; A staff member will be nominated as Release Manager for all software updates to the different logical environments for the solution. ; • Compilation of file update packages to each environment ; • Co-ordinating testing with the customer; • Creation of release notes indicating functionality and/or faults resolved in the release.; • Tracking of software updates; • Co-ordinating software releases to the production environment
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: We use the most recent, and security supported, version of Operating System and platform code to run our applications. Long Term Support (LTS) versions are installed and in operation where possible, with weekly updates and patching of the services occurring every Wednesday. ; ; For any threats we assess these with the required team and owners and determine what action is required and the prioritisation of any actions.; ; We collect information from trusted sources, partner sites and official product/service sources.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: We monitor our systems for potential security risks or breaches. A number of tasks are carried out on a daily basis by our networks team with proactive monitoring in place. For system monitoring the default services which are monitored 24/7 are: Server Alive, HTTP/HTTPS, SSH, Disk Usage, CPU, Load Average, Bandwidth and FTP (If applicable). ; ; Staff are aware of our processes and steps in the event of a security incident and these members of staff would be responsible for either direct communication to the client or updating an account manager who will be in close contact with the client immediately.
• Incident management type: Supplier-defined controls
• Incident management approach: Where the customer wishes to submit an incident for investigation, a helpdesk is provided by Synergy Learning where tickets are captured in a central location and documented with the client. Tickets can be escalated and all communication is captured within each ticket. A dashboard of all tickets is available as part of our application support and any items escalated appropriately.; ; Depending on the incident our team will have a pre-defined workflows and information readily available to quickly resolve the incident.; ; Incident reports, when in breach of SLA or for a prolonged period, are provided as a document to 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

• Fighting climate change:

  Fighting climate change

  Online learning can be a highly engaging and cost-effective learning option. Even more importantly, eLearning can be a greener way to learn, helping tackle the climate crisis.; ; By embedding online learning within workplaces it helps organisations to:; ; - Reduce pollutants and emissions; - Cut down on commuting and transport; - Limit paper usage; - Reduce drain on natural resources; - Save energy; ; Online learning is an excellent way to reduce emissions for transportation and commuting, allowing learners to access their training at home without the need for face-to-face classroom space. This helps reduce carbon footprints, by reducing fossil fuel use and lessen detrimental effects on the environment.; ; In-class handouts, textbooks, tests and other resources consume a huge amount of paper. Providing digital access to this content can reduce deforestation by significantly reducing paper usage and paper waste. ; ; By offering online learning users no longer have to sit in a physical classroom to learn. They can complete learning at home or on the go, depending on their individual needs. supporting a reduction in overall energy consumption.
• Covid-19 recovery:

  Covid-19 recovery

  Through the provision of our platform and services we will assist organisations in supporting local communities to manage and recover from the impact of COVID-19, supporting the onboarding, re-training and recruitment of employees in the workplace.; ; Our platform assists in supporting both new ways of working and in adapting to flexible/hybrid work environments with the continued uptake of remote working, keeping employees connected.; ; Course content is available to educate and inform individuals impacted by physical, mental health and wellbeing too.
• Tackling economic inequality:

  Tackling economic inequality

  In supporting the delivery of onboarding, re-training and recruitment of employees we support businesses in the creation and development of skills.; ; Our platforms can be used in a way that identifies and supports the attainment and ongoing development of employees skills in the workplace.; ; By increasing our customer base and overall usage, this also contributes to the ongoing development and enhancement of our platforms and services being provided, supporting innovation and disrupting the learning technology market, supporting higher quality goods and attempting to deliver these at a lower overall cost.
• Equal opportunity:

  Equal opportunity

  Our platforms ensure that all users have the ability to access learning and development opportunities equally.; ; We actively encourage and support organisations in ensuring their platforms are both accessible and have supporting content that educates and informs their workforce on the importance of equality. ; ; Supporting employee engagement, users can provide feedback on how included or excluded they feel they are ensuring employees feel listened to and feedback is available to the relevant users to review and take action.; ; By using our platforms all employees have the same opportunity to learn and develop their knowledge and skills, ensuring they have the same opportunities as all in career progression, leading to higher paid work that align with their new skills.
• Wellbeing:

  Wellbeing

  Use our platform and available content to better support and educate your workforce in how they can best improve their overall health and wellbeing in work and at home.; ; We have modules available that can be accessed at any point in time by all users to support and influence ways in which they can tackle their own physical and mental health challenges and also identify and support others they work with or manage.; ; Collaborative tools are available to connect users together so they can share and learn from each other, offering a network of support as part of your workforce community.

Pricing

• Price: £7,575 a unit a year
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: Fully active service, with all functionality, for up to 30-days to review key functionality. No download of data is provided after the trial and is permanently deleted following the end of the trial.

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 jonathan.mcalister@synergy-learning.com. Tell them what format you need. It will help if you say what assistive technology you use.