Cloudoko

Cloudoko Hub

Cloudoko Hub enables access to a single customer record. It helps your organisation improve its customer service by employing “Connectors” to back-office APIs to retrieve their records and present them in a unified view consumable by your website or CRM. The service works in conjunction with Cloudoko Forms.

Features

• Responsive mobile-friendly dashboards displaying customer and location records
• CRM/online access to information previously locked in back-office systems
• Extensible Connector architecture works against any system with an API
• Connector for CRM (Lagan), others available on request
• Connectors for Council Tax, Benefits, & Social Housing (Northgate)
• Connector for Blue Badge Improvement Service (Northgate)
• Connector for Waste & Recycling (Mayrise)
• Connector for Document Management (Northgate Images)
• Full integration with Lagan Agent Desktop
• Connects securely to your internal systems (no VPN required)

Benefits

• Can be used to implement a “single view of customer”
• Develop advanced “digital” business processes quickly and easily
• Personalised customer service journeys driven by your data
• Increase back office productivity by allowing customers/agents to self-serve
• Increase customer engagement through “my account” functionality on your website
• Increase effectiveness of your CRM system by surfacing back-office information
• Supports 100,000’s of transactions/month and scales to your needs
• Support portal staffed by engineers responsible for the development
• Short term commitment (30 day no quarrel cancellation policy)

£0.20 to £0.25 a transaction a month

• Free trial available

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@cloudoko.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

772233051498549

Contact

Matthew Wynn
01904500808
sales@cloudoko.com

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: When integrated with a CRM system or website, Cloudoko Hub could be considered as an extension of that system. Cloudoko Hub extends the reach of websites and CRM systems (such as Lagan Enterprise) by facilitating integration into back office systems to retrieve records.
• Cloud deployment model: Public cloud
• Service constraints: To enable Cloudoko services to integrate with your internal systems, Cloudoko Driver must be installed on a Windows Server running inside your network. A Cloudoko Driver installation is required for each Cloudoko Environment you wish to run (e.g. Development / Production). Depending on the Connectors that are run in Cloudoko Driver, access and permissions to connect to databases / web services / APIs running inside your network may be required.
• System requirements:
  • Microsoft Windows
  • .NET Framework 4.7.2

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk is monitored 24/7, however regular support business hours are 9 to 5 (UK time), Monday to Friday. Alternate arrangements are available by negotiation, please contact us to outline your requirements.
• 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: No
• Onsite support: Yes, at extra cost
• Support levels: Our support portal is staffed by engineers responsible for the development ensuring that you get the best response to any issues raised. This is included in the cost of this service.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Included in our costs, we provide one day of onsite / offsite (as required) configuration training. This is backed up by our online service desk, powered by a knowledge base, including how-to, troubleshooting and concept articles.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Cloudoko Hub is an API interfacing tool, as such it only stores "pointers" to your internal records. This data can be extracted in CSV format at the end of the contract on request. Configuration data for the Hub service will be deleted at the end of the contract.
• End-of-contract process: You may cancel your Cloudoko Hub subscription at any time to conclude on the final day of the month next following the expiry of a minimum of 30 days’ notice. Example 1: if notice is served on 27 March, the Subscription for this Service Offering shall expire at 23:59 on 30 April. Example 2: if notice is served on 2 April, the Subscription for this Service Offering shall expire at 23:59 on 31 May.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems: Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: The customer facing UI is a fully responsive design that works equally well on mobile and desktop devices.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: The administrator UI is a fully responsive web site that works equally well on mobile and desktop devices.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: None
• API: No
• Customisation available: Yes
• Description of customisation: Cloudoko Hub dashboards can be customised to appear like they belong on your website or CRM system. Our on-boarding process includes the creation of a CSS theme that is sympathetic to your brand. In addition, all Cloudoko Hub templates can be amended further to allow insertion of custom HTML headers, footers and CSS stylesheets (fonts, images etc).

Scaling

• Independence of resources: Cloudoko Hub is implemented as Microsoft Azure App Service that can be scaled up or down within minutes depending upon demand. We have several different scaling options including automatic scaling.

Analytics

• Service usage metrics: Yes
• Metrics types: On request, we can enable analytics reporting which will send Cloudoko Hub usage information to Google Tag Manager or Google Analytics.
• Reporting types: Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• Government security clearance: Up to Security Clearance (SC)

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: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: In-house
• Protecting data at rest: Other
• Other data at rest protection approach: We store data inside an Azure SQL Database secured by Microsoft. Any sensitive information is encrypted.
• Data sanitisation process: No
• Equipment disposal approach: In-house destruction process

Data importing and exporting

• Data export approach: Cloudoko Hub is an API interfacing tool, as such it only stores "pointers" to your internal records. This data can be extracted in CSV format at the end of the contract on request.
• Data export formats: CSV
• Data import formats: Other
• Other data import formats: Cloudoko Hub does not import any data.

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 clause 9 of our subscription agreement (http://www.cloudoko.com/docs/en-gb/subscriptionagreement) we shall use commercially reasonable endeavours to make our service available 24 hours a day, 7 days a week. Our typical maintenance window is between 10pm and 2am UK time. Our service desk is open during normal Cloudoko business hours (9am – 5pm UK time), however we do monitor the desk outside of these hours and will respond to emergency situations. In the unlikely event that a customer deemed our service level unacceptable, we would refund that month's subscription upon request.
• Approach to resilience: Cloudoko Hub is hosted on multiple servers within the Microsoft Azure Cloud. Further information is available on request.
• Outage reporting: In the unlikely event of an outage or any system degradation, we provide email alerts. System status is also reported via our administration portal.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Username or password
  • Other
• Other user authentication: We believe that not all business processes will benefit from enforcing authentication on an end user. Therefore, authentication in Cloudoko Hub is an option that can be configured on a process by process basis. To enable authentication your subscription must include the Cloudoko Identity module. Further details of this can be found in our pricing document.
• Access restrictions in management interfaces and support channels: Users are granted an account which provides access to the Cloudoko Hub management interface through the "My Cloudoko" section of our website. It uses a role based permission system to restrict the functionality available to your users. We place no limit on the number of user accounts you can create in our service.; ; Our service desk uses a separate third party authentication system.
• 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 contact the support team to get audit information
• How long user audit data is stored for: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

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: No

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: Cloudoko is currently pursuing ISO/IEC 27001 certification.
• Information security policies and processes: As Cloudoko is a micro-sized enterprise, all reporting is currently to director level.; ; We currently comply with a range of the requirements, policies and controls with a comprehensive approach that maps to ISO 27001:2013, the international standard for information security.; ; We are on the journey to independent certification for ISO 27001:2013, and are aiming for a UKAS accredited certificate to be achieved during 2024. Our practices will also ensure compliance with the information security and privacy elements expressed in the EU General Data Protection Regulations from May 2018. ; ; ISO 27001: 2013 focused tools, policies and frameworks are either in place or in the process of being implemented including a statement of applicability and objectives for an information security management system (ISMS) scope to include the organisation and its staff, the products available over G-Cloud, and relevant supply chain activity that either processes customer data or has some interaction around it e.g. development of the service.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: All code is managed in a source control repository (Microsoft Azure DevOps). All changes are tracked in an issue management system (Atlassian JIRA) and their potential security impacts are reviewed on a individual basis. Our release process allows rollback to any version of our services. Should problems be found, we can switch between production and staging environments very quickly.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: Our service is deployed as an Azure App Service. As such, operating system vulnerability patching is handled by Microsoft. Most third party software libraries we use are delivered via NuGet which reports any recommended updates. We endeavour to update our services to use these as quickly as possible whilst maintaining system integrity.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: Logs are currently manually monitored for unusual activity. In the near future, we aim to automate much of these procedures coupled with an alerting system.; We are able to disable parts of the system with a high degree of granularity, allowing us to investigate affected parts whilst largely maintaining service up-time. Affected customers are kept informed via our service desk and emails.; We respond to all incidents within one hour.
• Incident management type: Supplier-defined controls
• Incident management approach: Whether discovered by customers or ourselves, incidents are reported via our service desk and all further updates are reported via the same service desk ticket. Where an incident affects more than one customer, incident updates are provided via email. In the case of a serious incident causing any amount of downtime, upon resolution, a full report detailing causes and any remedial steps taken is emailed to affected customers.

Secure development

• Approach to secure software development best practice: Supplier-defined process

Public sector networks

• Connection to public sector networks: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Our service is designed to minimise carbon footprint by leveraging cloud-based technologies, and promoting self-service channels. This reduces the need for physical infrastructure and promoting energy efficiency practices. We also advocate for sustainable practices within our organisation and among our clients.

  Covid-19 recovery

  We contribute to Covid-19 recovery efforts by offering solutions that facilitate remote work, digital transformation, and efficient communication between organisations and their customers.

  Tackling economic inequality

  Our approach includes providing affordable and accessible services, particularly for small and medium-sized enterprises (SMEs) and organisations with limited resources.

  Equal opportunity

  Cloudoko is an equal opportunities employer. We are committed to fostering diversity and inclusion within our workforce.

  Wellbeing

  We prioritise mental health and work-life balance, fostering a supportive and healthy work environment for our employees.

Pricing

• Price: £0.20 to £0.25 a transaction a month
• Discount for educational organisations: No
• Free trial available: Yes
• Description of free trial: We provide 30 day trials of Cloudoko Hub on request. All features in the software are enabled.
• Link to free trial: https://www.cloudoko.com/contact?subject=hub-trial

Service documents

• Pricing document

  PDF

• Skills Framework for the Information Age rate card

  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 sales@cloudoko.com. Tell them what format you need. It will help if you say what assistive technology you use.