Mentor Group Limited

Kairos

Kairos is a cloud based mobile and browser accessed multimedia B2B app. Clients can securely distribute and report on consumption of critical content, insights and solutions (video, audio, interactive documentation) to their community, stakeholders, partners and in order to increase and sustain user productivity and performance.

Features

• Kairos enables secure distribution of content to mobile communities.
• Kairos supports all commonly used browsers and device types.
• Kairos content can be selectively distributed to stream or download.
• The Management Console controls who sees what and when.
• The Management Console controls user additions / deletions.
• The Management Console allows prioritisation and organisation of content.
• The Management Console reports on who saw what and when.
• The Kairos app allows access to content organised by 'channels'.
• Kairos users receive notifications, can rank content and be quizzed.
• Kairos app can include links to multiple distributed URL's.

Benefits

• Kairos enhances user productivity by 'putting knowledge in their pockets'.
• Kairos content can be consumed on or offline, anytime, anywhere.
• Kairos is quick and simple to install, manage and use.
• Kairos scales from 50 to 10,000 plus users.
• Kairos extends and adds value to CMS systems and processes.
• Kairos enhances management and team communication at all levels.
• Content can be precisely targeted at groups and individuals.
• Individual users can access Kairos on multiple devices and types.
• The PWA takes advantage of all new smart device technology.
• Kairos is Enterprise ready with 24 x 7 support options.

£2.00 to £100 a user a month

• Education pricing available
• 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 solutions@mentorgroup.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

776605241645069

Contact

Jack Smith
01442849999
solutions@mentorgroup.co.uk

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Native apps for Blackberry or Windows Phones are not currently supported.
• System requirements:
  • IOS 13 or later
  • Android 8.1 or later
  • IE 11 or later
  • Chrome
  • Edge
  • Safari
  • Firefox

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Email ticketing support is offered as standard. Standard response times are by end of next business day. Same business day response time cover is a service upgrade option. Weekend cover is a service upgrade option.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: None or don’t know
• 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: First level support will be provided by the Console Manager administrator within the buyer’s organisation or by a buyer appointed third party support / services organisation. Second level support will be provided by Mentor Group direct to either the Console Manager administrator or to a buyer appointed third party support / services organisation. Third level support will be provided by Mentor Group if an issue is not resolved by second level support within 48 hours of receiving a support request from First level support. There are no incremental charges associated with either First, Second or Third level support services. Technical account managers are available as needed.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Buyers will have access to comprehensive Management Console training by Mentor Group, who offer this service onsite or virtually (online). In either case Mentor will update all buyers with a comprehensive and ongoing Management Console playbook and telephone support.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All data can be extracted to CSV files at the end of contract by the buyer assigned Management Console Manager. Alternatively, Mentor Group can be instructed to do the extraction on the buyers behalf.
• End-of-contract process: The service will terminate upon instruction from the customer and all data will be extracted and or erased. The buyer can accomplish this via their Management Console or they can instruct Mentor Group to execute on their behalf. All data can be extracted to CSV at the end of contract.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • Linux or Unix
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: Kairos has been designed and built with the ambition of providing a uniform user experience whether using iOS, Android, Windows PC or Apple Mac devices using either apps or browsers.
• Service interface: Yes
• User support accessibility: WCAG 2.1 A
• Description of service interface: Console explanation
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Kairos has been extensively and successfully tested by users with disabilities. It utilises the native assistive functionality available in the supported iOS, Android and browser devices. Additionally, video content can be delivered with open captions if required.
• API: No
• Customisation available: Yes
• Description of customisation: Kairos can be customised, or not, for every deployment. These customisations can include: Colours, Background, Icons, Logos, Names of channels, Content etc... Users cannot customise the App - only the Management Console manager/admin can customise changes to the App.

Scaling

• Independence of resources: Mentor Group currently utilises Amazon Web Services Elastic Compute model. This facilitates auto scaling features to ensure user demand is met at all times. Kairos is served by separate infrastructures for each of our clients with dedicated virtual hardware to ensure consistency of performance with segregation of service instances.

Analytics

• Service usage metrics: Yes
• Metrics types: Service usage can be measured and reported via the Management Console. There are a range of standard reports that show various data and usage types such as: Adoption. Reverse Adoption. Content Consumption. Practice area compliance. Custom reporting options are also available to the Management Console administrator.
• Reporting types:
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Staff screening not performed
• 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: No
• 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
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
• 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: Personal Data is managed by the buyer assigned Management Console administrator. Buyer content is uploaded to the app by the Management Console administrator. The Management Console administrator manages which users see what content and when. This includes specifying whether particular content is viewable only by groups of users or individual users, or downloadable or both.
• Data export formats: CSV
• Data import formats:
  • CSV
  • ODF
  • Other
• Other data import formats:
  • Excel
  • Business Intelligence applications
  • Word
  • PowerPoint
  • Video
  • Photo
  • Audio
  • Raw
  • PDF

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: Utilising the Amazon Web Services data centres, Mentor Group offers a 99.99% uptime SLA on the underlying physical infrastructure and the Kairos service, which is further supported by resilient failover.
• Approach to resilience: Resilience is inbuilt by design. With load balancers, dual servers, Elastic Compute on top of Amazon Web Services highly resilient servers, the solution has been designed to be resilient from its inception.
• Outage reporting: Should there be a service outage, Management Console administrators will be advised via email with an estimate of the fix time. By separate agreement a phone call can be included. Communication will be (by default) every 30 minutes unless otherwise agreed. Administrators can then contact their users by their communication preference. Mentor Group's policy is that it does not directly communicate with Kairos users, unless exceptionally requested to do so, by the Management Console administrator.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
• Access restrictions in management interfaces and support channels: The Console manager/admin is the only person(s) who are able to deactivate and activate users. The App is built to ensure content can be distributed to Regions, Countries, Territories, Groups and Job roles. Each piece of content is assigned to one or more of these areas on a hierarchical basis. For example, a piece of content can be sent to everyone in the UK or it can be sent to a specific team such as a regional or specific functional team, or even an individual only.
• 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: You control when users can access audit information
• How long user audit data is stored for: Between 1 month and 6 months
• Access to supplier activity audit information: You control when users can access audit information
• How long supplier audit data is stored for: Between 1 month and 6 months
• How long system logs are stored for: Between 1 month and 6 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: British Assessment Bureau
• ISO/IEC 27001 accreditation date: 27/05/2021
• What the ISO/IEC 27001 doesn’t cover: None
• 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:
  • CSA CCM version 3.0
  • ISO/IEC 27001
• Information security policies and processes: The standard reporting structure that is followed is as follows (note, Mentor Group has the flexibility and capacity to customise processes on a case by case basis). 1) End user to Management Console administrator. 2) Management Console administrator to Mentor Group Client Support. 3) Mentor Group Client Support to Mentor Chief Technical Officer. 4) Mentor Chief Technical Officer to Hosting provider. If required, Mentor Group can exceptionally, either permanently or temporarily, have access to the buyers Management Console, in which case a two factor authentication process is followed to communicate and manage encrypted password access control to named, authorised individuals in Mentor Group.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Mentor Group has formal configuration and change management processes that are overseen by the office of the CTO. Utilising leading toolsets eg AWS CodeCommit and Monday.com, all customer configurations are managed on a 24x7 basis. Any changes are planned, agreed and authorised via a weekly status meeting/process. All are subject to risk assessment from a customer impact and security standpoint. Progress is tracked on a daily basis using a 'RAG' dashboard accessible to authorised personnel only. An escalation process is in place that allows for incremental 'ad hoc' meetings should any of the stakeholders consider it time sensitive and necessary.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: The services are monitored 24x7 by a remote team who assess and detect threats both proactively and reactively. Patches are recommended and then passed through a Change Advisory Board (CAB) for implementation once impact is known. The office of the CTO provides oversight and authority for the CAB.
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Mentor Group has a 24x7 monitoring team which is accountable for monitoring all customer services, their status and any security impact. Threats are responded to depending on severity. High risk vulnerabilities are reported to the office of the Chief Technical Officer within 30 minutes.
• Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
• Incident management approach: The monitoring team have pre-defined processes for all 'common' events, consistent with providing support for multiple large Enterprise class customers. Users (Management Console administrators) report incidents via phone or email. All incidents are logged, assigned unique incident numbers and a severity level. Closure occurs by mutual agreement with customers. All incidents are reviewed by the office of the CTO on a daily basis.

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

  We expect our suppliers: ; • To have an effective environmental policy, to implement the policy at all levels throughout the company and to include a commitment to continual improvement in environmental performance and prevention of pollution. ; • To comply with all environmental legislation, regulations and all local laws which relate to the organisations environmental aspects to facilitate the protection of the environment. ; • To have a process that ensures conformity to local regulations, including those relating to the reduction, reuse and recycling of waste and the elimination and safe disposal of dangerous materials. ; • To identify a person within its business who has responsibility for environmental compliance issues and to be able to demonstrate that responsible personnel are adequately trained in environmental matters. ; • To routinely identify risks of adverse environmental impact associated with their operations and where operations with identified risks are planned to ensure they are carried out under controlled conditions with the objective of minimising potential adverse impact upon the environment.
• Tackling economic inequality:

  Tackling economic inequality

  Right to a living wage ; • Wages paid for a standard working week meet or exceed national (or, where applicable, local) legal standards. ; • In any event, wages should not be paid in kind and should be enough to meet basic needs. ; • All workers should be provided with written and comprehendible information about their employment conditions in respect to wages before they enter employment and the particulars of their wages for the pay period concerned each time that they are paid. ; • Deductions from wages as a disciplinary measure should not be permitted. Deductions from wages not provided for by national law should only be permitted with the expressed permission (without duress) of the worker concerned. All disciplinary measures should be recorded.
• Equal opportunity:

  Equal opportunity

  Mentor Group Ltd is an Equal Opportunities Employer, abiding by the policy prepared by theBoard in selecting, recruiting and developing staff members.Mentor Group Ltd has the policy of promoting equal opportunities to all individuals without regard to race, colour, creed, religion, national origin, age, sex, marital status, or non-disqualifyingphysical or mental disability in all of its dealings.We also seek to provide a comfortable and fair working environment which is free of harassment of any kind. Harassment is defined as unwanted verbal or physical conduct of a discriminatory nature directed towards any person that, affects an individual’s employment status, is used as a basis for employment decisions, has the purpose of interfering with an individual’s job performance, and creates an intimidating, hostile, or offensive work environment or negatively impacts on the public image of the Company.All recruitment activities and terms and conditions of employment shall be conducted in a manner which will:; ; ●Provide all applicants with the opportunity to be considered for employment in positions for which they are qualified; ●Conform to laws on equal opportunities
• Wellbeing:

  Wellbeing

  • Standard working hours must comply with national laws and national benchmark industry standards; whichever affords greater protection to the employee. ; • All Employees should not on a regular basis be required to work in excess of 48 hours per week and should be provided with at least one day off for every 7-day period on average. Overtime requested by the employer must be voluntary and must not be requested on a regular basis.

Pricing

• Price: £2.00 to £100 a user a month
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: Mentor Group offers a 30 day trial using a unique version of the service (though it is still secure). It is not limited in terms of number of users, amount of content or numbers of devices.

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 solutions@mentorgroup.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.