4 Roads Ltd

Telligent Online Community Platform

Telligent Community is an online community and collaboration software platform featuring tools such as forums, blogs, wikis, ideation, media galleries, and calendars with a fully customisable user experience and RESTful platform APIs. Telligent Community primary use cases are: digital marketing, support communities, and networking.

Features

• Discovery phase to understand the needs of the community
• Defining community strategy and common objectives
• Customer-friendly online community software
• Tailored enterprise features
• Third party integrations using REST-based APIs
• Duty of care friendly community/social networking
• Ability to host a private or public community
• Management of events and notifications
• Forums and collaboration tools
• Gamification and customisable user experience

Benefits

• Community engagement on a scalable platform
• Reduced support and community engagement costs
• Content and activity moderation
• Reporting tools and management information
• Exchanging knowledge
• Managing ideas
• Flexible evolution for growing communities
• Integrations to third party or legacy systems
• Searchable content and wikis
• Increase self-service and self-help opportunities

£67,500 a server a year

• Education pricing available
• 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 phil.webb@4-roads.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 13

Service ID

787840904749104

Contact

Phil Webb
+44 7944353053
phil.webb@4-roads.com

Service scope

• Software add-on or extension: No
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Community cloud
  • Hybrid cloud
• Service constraints: There are no constraints in regards to specific hardware configurations. Planned maintenance is managed via an SLA agreed with the client to ensure minimal disruption to allow for upgrades, patching and other maintenance tasks.
• System requirements:
  • Standards-compliant web browser required
  • Microsoft SQL Server
  • Telligent Community Licence
  • IIS
  • Windows Server 2012 or higher
  • .NET 4.6.2 or higher
  • Search server requires Java 8 Update 121 or higher
  • Antivirus on the server hosting the centralized file storage files.

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Tickets are responded to on a priority basis, ranging from Level 1 Urgent to Level 3 Not Urgent, as per the Service Level Agreement (SLA). SLAs are agreed with clients based on business and operational needs. Our standard response times range from 4 hours to 2 days. Out of office hours, our response times are as agreed with the client per their needs. High-security tickets will be answered 24/7.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 A
• 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 A
• Web chat accessibility testing: None.
• Onsite support: Yes, at extra cost
• Support levels: Custom support packages depending on the agreed SLA. ; We can provide a support desk service and service monitoring, application maintenance, patching, knowledge base and error/bug logging, SLA reporting. Pricing can be arranged based on support hours or a fixed support contract depending on the level of customisation and support required. Development is charged separately. An Account Manager is provided with all support levels.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: We provide on or off-site training. We also have 'how to' guides and video tutorials for clients to get started.
• Service documentation: Yes
• Documentation formats: HTML
• End-of-contract data extraction: Data can be extracted using API tools or by taking a copy of the SQL data.
• End-of-contract process: A project closure checklist is carried out, agreed with the client in advance.

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: The mobile version of a Telligent Community is optimised to include all essential content and follows industry standard UX principles such as 'snapping down' to the user's screen size.
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: In-process API library.
• Accessibility standards: None or don’t know
• Description of accessibility: There are no known limitations.
• Accessibility testing: None.
• API: Yes
• What users can and can't do using the API: The Telligent Community Platform APIs consist of:; REST Web Services, In-Process API, and Widget API; These versioned APIs allow developers to customise and innovate on the platform while not having to worry about breaking changes when new versions of the platform are released. There are over 150+ APIs within Telligent Community and these APIs are the same APIs used by the Telligent Community widgets to deliver the user experience. As a developer you can write your own user experience as a web application or mobile app delivered 100% through the REST APIs. This means you can use any technology from Java to Bootstrap to the Javascript library of the month to build any application you can imagine.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: Telligent Communities can be customised through theming with many options available at the user level, such as changing colours and logos. For more advanced customisations it is possible to use a built-in code editor to adjust files directly. Access to these can be controlled with permissions. Customisation services are available from 4 Roads as an extra service.

Scaling

• Independence of resources: Telligent Community from 4 Roads is not provided using shared hosting or resources.

Analytics

• Service usage metrics: Yes
• Metrics types: Reports about the community and its members is available to administrators. Additional reports on areas such as server metrics can be provided at intervals agreed with the client. For additional cost we can provide API-based reporting or real-time dashboards.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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)
  • Other locations
• 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 another standard
  • Encryption of all physical media
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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 as a ZIP file by requesting a download from their user settings page. This is generated immediately and is good for 4 days.
• Data export formats: Other
• Other data export formats:
  • ZIP
  • JSON
• Data import formats: Other
• Other data import formats: The API can be used to bulk upload user accounts

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)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: SLAs are agreed on a per customer basis, including refund provisions where applicable. This depends on the exact type of configuration we are deploying.
• Approach to resilience: The solution can be hosted in a web farm to provide high resilience. More details available on request to suit client requirements.
• Outage reporting: We are able to provide clients with additional services for outage management as part of SLA and support agreements. Basic email alerts can be provided with additional options for dashboards and API integrations.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Username or password
  • Other
• Other user authentication: The service can also provide public-facing anonymous access if required.
• Access restrictions in management interfaces and support channels: Most management interfaces are available inside Telligent Community. Any interfaces and channels outside of Telligent Community can be secured per the client's requirements.
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor 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: 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: No
• 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: Other
• Other security governance standards: 4 Roads is in the process of certification.
• Information security policies and processes: A designated manager is responsible within the stakeholder mapping for each project. ; ; A RACI matrix is included within our stakeholder maps for both supplier and client. Policies include: ; ; System Security Architecture; Communications Data Security Integrity ; Privacy and Confidentiality ; Access Control and Authentication ; Operating System and Platform Configuration ; Accountability and non-repudiation ; Legal and Regulatory Obligations ; Availability and Business Continuity ; Physical Security Fraud Detection / Prevention Security Policies, Procedures, and Regulations Contingency Planning; Disaster Recovery.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change is managed by a Change Advisory Board which assess the impact of change on any project constraints. Service components are documented via High Level and Low Level Design documentation, a Knowledge base and Known Error log. These are updated with each Release deployed to ensure consistency with Release Notes.
• Vulnerability management type: Undisclosed
• Vulnerability management approach: ITIL aligned vulnerability management is in place for monitoring of threats. Potential threats are obtained via proactive monitoring of Security Announcements for all software used. Patches are deployed in accordance with the risk profile.
• Protective monitoring type: Undisclosed
• Protective monitoring approach: Alerts and notifications are in place for all Security Announcements identifying potential compromises with all software used. Compromises are risk assessed and then implemented within the agreed release cycle for projects. Incidents are responded to within the agreed SLA.
• Incident management type: Undisclosed
• Incident management approach: Patching and application incidents follow an agreed pre defined process Users reports incident via multiple agreed routes (ticket, email to ticket, phone) with an agreed dataset Incident reports are provided monthly.

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

  .
• Covid-19 recovery:

  Covid-19 recovery

  .
• Tackling economic inequality:

  Tackling economic inequality

  .
• Equal opportunity:

  Equal opportunity

  .
• Wellbeing:

  Wellbeing

  .

Pricing

• Price: £67,500 a server a year
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free 30 day trial of Telligent Community is available, which includes all features. The free trial cannot be used to launch a public-facing community.

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 phil.webb@4-roads.com. Tell them what format you need. It will help if you say what assistive technology you use.