FAQ SEO portal
The SEO Knowledgebase ensures you have the tools to excel in SEO and help your customers connect with you. With full control over your meta titles and descriptions, along with analytics into user behaviour, you can ensure your articles rank at the top of the search results.
Features
- AI powered FAQs
- Real-time analytics
- Comprehensive business intelligence dashboard
- Customisable customer feedback survey
- Editorial approval workflow
- Fully responsive for mobile devices
- AI learning through customer interaction
- Uses Restful APIs for flexible integration
- Fully customisable design to fit website style guide
- SEO friendly content
Benefits
- Reduces unnecessary contact by up to 25 %
- Increases customer satisfaction scores / NPS
- Instant management of content
- Detailed understanding of customer
- Simple integration into existing website
- Webhooks allow integration with existing systems
- Significant reduction of customer effort
- Enables pre-contact resolution
- Customers find your answers via search engines directly
Pricing
£35,000 a licence a year
- Education pricing available
- Free trial available
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
7 3 8 1 0 6 8 8 0 7 3 1 8 5 7
Contact
Synthetix Limited
Alastair Taylor
Telephone: 01279 555580
Email: alastair@synthetix.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
- Public cloud
- Service constraints
- For planned maintenance we provide 7 day notice.
- System requirements
- A modern browser. Eg. IE 11 for console use
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
-
Critical within 4 hours - 9am - 6pm weekdays; 9am - 5pm weekends
Urgent within 8 hours - 9am - 6pm weekdays only
Non urgent within 24 hours 9am - 6pm weekdays only - User can manage status and priority of support tickets
- Yes
- Online ticketing support accessibility
- WCAG 2.1 AA or EN 301 549
- Phone support
- No
- Web chat support
- No
- Onsite support
- Yes, at extra cost
- Support levels
-
Critical
The solution cannot be accessed at all. This will mean that the solution does not appear at all, or the template graphics appear but the knowledge content or customer interaction form doesn’t. This will mean that either the hosting infrastructure has failed or there has been a major software failure.
Urgent
The solution can be accessed but it is not performing as normal. The control panel cannot be accessed to make changes to the Knowledge-Base or see analytics.
Non-Urgent
The solution and control panel can be accessed. It may not be possible to run a report via the analytics.
Standard support is offered at 15% of annual licence fees
We have a dedicated team of support engineers - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
For integration into a website, we provide documentation and online training.
For use of the software we offer online training and documentation; we can provide onsite training at extra cost. - Service documentation
- Yes
- Documentation formats
-
- HTML
- Other
- Other documentation formats
- Via our online knowledge-base and help system
- End-of-contract data extraction
- We provide a CSV download of all data and content via our editorial component.
- End-of-contract process
- Our services can be terminated remotely by Synthetix, but we recommend the removal of any of our code from the webpages it was used on. All data is deleted from our servers.
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
- Fully responsive, and features change dependent upon the device used.
- Service interface
- No
- User support accessibility
- WCAG 2.1 AA or EN 301 549
- API
- Yes
- What users can and can't do using the API
-
All our services are available via our API, allowing users to design and integrate our services into their existing architecture.
Some services require significantly more knowledge to create than others and we will need to assess and accredit competence before allowing the user to build a live service.
Our editorial and analytics system would not be available for changes to be made through our API. - API documentation
- Yes
- API documentation formats
-
- HTML
- Other
- API sandbox or test environment
- Yes
- Customisation available
- Yes
- Description of customisation
-
Design and integration options together with features can be customised for each instance.
Accredited API users will be able to customise many of the functions with core elements controlled by Synthetix.
Scaling
- Independence of resources
- We use AWS load balancing and auto-scaling on all our services, ensuring continuous delivery of service.
Analytics
- Service usage metrics
- Yes
- Metrics types
- All interactions with our services are recorded and made available in a user friendly dashboard. These can also be downloaded into a CSV format for use in third party services.
- Reporting types
-
- API access
- Real-time dashboards
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
- 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
- ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
- Protecting data at rest
- Physical access control, complying with CSA CCM v3.0
- 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
- We provide a CSV download option in the system, together with our our analytics and editorial system for review.
- Data export formats
-
- CSV
- Other
- Other data export formats
- JSON
- 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
- Our standard services are guaranteed for 99.5% uptime with higher options offered at additional cost.
- Approach to resilience
- Available on request.
- Outage reporting
- On a dashboard and twitter feed.
Identity and authentication
- User authentication needed
- Yes
- User authentication
-
- 2-factor authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Unique ID and two-factor authentication.
- Access restriction testing frequency
- At least every 6 months
- Management access authentication
-
- 2-factor 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 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
- Yes
- Who accredited the ISO/IEC 27001
- Alcumus Isoqar (UKAS)
- ISO/IEC 27001 accreditation date
- 01/03/2021
- What the ISO/IEC 27001 doesn’t cover
-
Teleworking. Although most staff have the ability for remote working, they are no staff that can be classified as Teleworkers.
Cryptographic controls.
Policy on the use of cryptographic controls. The use of cryptography is not mandated by any agreement, policy or contract. It is an inclusive capability and function of the COTS (Commercial off the shelf) tools such as drop box, but not a core capability and is PKI rather than dedicated key issue. As such the organisation has no policy or control requirement for encryption.
Key Management – NO cryptographic keys are held by the organisation - ISO 28000:2007 certification
- No
- CSA STAR certification
- No
- PCI certification
- No
- Cyber essentials
- Yes
- Cyber essentials plus
- Yes
- Other security certifications
- No
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
- Available on request, part of our ISO 27001 accreditation.
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- Available on request.
- Vulnerability management type
- Supplier-defined controls
- Vulnerability management approach
- Available on request.
- Protective monitoring type
- Supplier-defined controls
- Protective monitoring approach
- Available on request.
- Incident management type
- Supplier-defined controls
- Incident management approach
- Available on request
Secure development
- Approach to secure software development best practice
- Supplier-defined process
Public sector networks
- Connection to public sector networks
- No
Social Value
- Fighting climate change
-
Fighting climate change
Our environmental policy outlines Synthetix Ltd’s commitment to reduce its impact on the environment and provides a framework for setting objectives and targets to improve our environmental performance.
Synthetix will execute on environment priorities via the Plan-Do-Check-Act (PDCA) cycle, upon which ISO 14001 is based (though we are not yet holders of ISO 14001 accreditation). The key mechanism for this will be our periodic Management Review meetings, which will contain an agenda item to discuss our environmental initiatives.
Synthetix aims to:
Continually improve our environmental performance by monitoring progress against targets and objectives on a regular basis;
Prevent pollution and reduce our impact on the environment;
Comply with relevant environmental legislation.
We commit to:
Efficient use of water and energy and other natural resources;
Recycling of materials such as electronic waste;
Minimising waste;
Sustainable transport;
Responsible purchasing – considering environment impact in our subcontractor relationships;
Raising awareness and training employees on environmental issues through induction and periodic training. - Equal opportunity
-
Equal opportunity
Synthetix have always offered an environment that is conscious of providing equal opportunities. Our recruitment process looks for a diverse workforce to ensure the company continues to adhere to legislation. - Wellbeing
-
Wellbeing
Our office environment is designed to be a relaxing and pleasant place to be. With open space, a gym and breakout areas to allow everyone time to enjoy being in the office. We have also introduced a work from home policy and flexible hours option to accommodate different styles of working.
Pricing
- Price
- £35,000 a licence a year
- Discount for educational organisations
- Yes
- Free trial available
- Yes
- Description of free trial
- Basic level platform limited to 2000 sessions per month. No bespoke design or integration options during the period. Maximum of 90 day trial period.