BOXXE LIMITED

boxxe Hootsuite Impact Social ROI Analytics Solution

Hootsuite Impact allows customers to optimise paid and organic social media activity. It provides precise and easy-to-understand recommendations for improving engagement and growing social media ROI. Hootsuite Impact calculates social-media ROI based on your specific objectives, taking into consideration all costs and inputs to provide accurate, real-time visual insights.

Features

• Fully featured custom content and campaign tagging
• Robust auto-tagging framework
• Metrics on organic versus paid performance
• Exportable data into multiple formats (CSV and PDF)
• Data export integration into Business Intelligence solutions
• Create any content or campaign report using multiple criteria
• Text based analysis of your social data
• Detailed insights for each social metric across each social channel
• Leverage custom historical data on your audience interactions
• Track your sector's engagement metrics, and content mix

Benefits

• Measure and understand your social ROI in plain language
• Receive actionable guidance in simple text on your social-media goals.
• Use insights to optimize your paid and organic social investment
• Easily determine which posts generate the most value
• Benchmark your social media metrics against your sector
• Monitor real-time social metrics against your defined goals
• Text-based insights explain why social content has performed well/poorly
• Compatible to work with range of other technologies, including Brandwatch

£585 to £1,477 an instance a year

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

Framework

G-Cloud 14

Service ID

802772012236041

Contact

Gemma Franklin
07704551950
tenders@boxxe.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: Hootsuite Enterprise Social Media Management Platform Hootsuite Ads Social Media Advertising Platform
• Cloud deployment model:
  • Public cloud
  • Private cloud
  • Hybrid cloud
• Service constraints: Requires an internet connection and can be used with the following browsers Internet Explorer 9, Internet Explorer 10+, Microsoft Edge, Firefox, Chrome, Safari, Opera
• System requirements:
  • Active internet connection
  • Internet Explorer 9+, Microsoft Edge, Firefox, Chrome, Safari, Opera

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Standard 4 working-hour response, though this is negotiable based on customer support requirements.
• 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: 24 hours, 7 days a week
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Hootsuite Impact users receive our highest-level technical support. All issues are submitted through our online ticketing system. Administrators also have access to a dedicated Account Manager should they require phone or in person support. Hootsuite’s most up to date SLAs can be found here - http://hootsuite.com/enterpriseterms. We also supply a Technical Account Manager as standard for Enterprise customers.
• Support available to third parties: Yes

Onboarding and offboarding

• Getting started: Hootsuite provides 24/7/365 support through our international team and presence. Support is via email, phone or online chat. Enterprise customers are also assigned a Customer Success Manager (CSM) to serve as a primary contact and an escalation point during business hours. Your CSM is a dedicated resource to bridge you to the right Hootsuite resources to solve any technical issues. Furthermore, an online knowledge database and self paced training resources are also available. On day 1, requirements are gathered through discovery calls and demos of proposed solutions throughout the sales process, and once aligned, are transferred to the Customer Success team. During the onboarding process we begin with a Kickoff call to introduce the product and solution and to present known goals and strategies. Our Professional Services team runs through a methodical and phased approach to launch projects. We begin with Discovery, in which we conduct a thorough needs analysis to confirm best practices for our client's use cases and run through our project plan. We then configure users, teams, access permissions and analytics, iterating with our client until sign-off.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: CSV export, PPT and PDF. Past scheduled messages can be exported as well as analytics data. Finally, archiving is available to transfer all social media correspondence and activities
• End-of-contract process: At the end of the contract period your commitment to Hootsuite terminates with no further obligations

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: No
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: We have the best mobile app on the market. Key functionality for publishing and engagement are all present for Facebook, Twitter, Instagram and LinkedIn - on iOS , Android and HTML5
• Service interface: Yes
• User support accessibility: WCAG 2.1 AA or EN 301 549
• Description of service interface: Further information upon request.
• Accessibility standards: WCAG 2.1 A
• Accessibility testing: Will be shared upon request.
• API: Yes
• What users can and can't do using the API: Hootsuite has a public API where all of the documentation can be viewed at https://hootsuite.com/developers/api
• API documentation: Yes
• API documentation formats:
  • Open API (also known as Swagger)
  • HTML
  • ODF
  • PDF
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: There are various customisations ranging from user on-boarding, user access and permissions. Although the core Hootsuite Enterprise product is inherently the same, we can customize within the above categories. Customisation can be done through the API level and will be conducted with help from your account management team. User-level customization can be done on a ad-hoc basis within the dashboard.

Scaling

• Independence of resources: The Hootsuite dashboard is hosted by Amazon Web Services (AWS). AWS is known as a cloud service provider and enables thousands of companies to cost-effectively deliver services. AWS is used because it can provide not only security controls but enable rapid horizontal scaling, is highly performant, provides extreme redundancy and failover, all to ensure the service levels are met and the user experience seamless. Amazon Web Services (AWS) is one of the most secure cloud computing platforms available today. Detailed information may be found on the AWS website: http://aws.amazon.com/security/

Analytics

• Service usage metrics: Yes
• Metrics types: Login, authentication, signups, logouts
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

• Supplier type: Reseller (no extras)
• Organisation whose services are being resold: Hootsuite

Staff security

• Staff security clearance: Conforms to BS7858:2019
• 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: Other locations
• User control over data storage and processing locations: No
• Datacentre security standards: Managed by a third party
• Penetration testing frequency: At least once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type:
  • Explicit overwriting of storage before reallocation
  • 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: CSV, PDF, PPT Automated and on demand
• Data export formats:
  • CSV
  • ODF
  • Other
• Other data export formats:
  • PPT
  • PDF
• Data import formats: CSV

Data-in-transit protection

• Data protection between buyer and supplier networks:
  • 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)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

• Guaranteed availability: https://hootsuite.com/legal/enterprise-service-level-agreement Each of the Platforms will be operational and available to Customer 24 hours per day, 7 days per week at least 99.9% of the time in any calendar month, except for scheduled maintenance and upgrades, and excluding API Interruptions (the “Service Availability SLA”). Where reasonably possible, Hootsuite shall provide at least 24 hours' advance notice to Customer of scheduled maintenance in excess of 30 minutes. If Hootsuite does not meet the Service Availability SLA, Customer will be eligible to receive the Service Credits described below. This Service Availability SLA states Customer's sole and exclusive remedy for any failure by Hootsuite to meet the Service Availability SLA. Hootsuite will provide Customer with Standard Support 24 hours per day, 7 days per week in English and during regional business hours in additional officially supported languages for tickets submitted through http://hootsuite.com/help.
• Approach to resilience: Procedures exist to provide for backup, offsite storage, restoration, and disaster recovery consistent with the entity’s defined system availability and related security policies
• Outage reporting: Hootsuite endeavors to deliver social media management services to its customers that can be relied upon to be available at all times. This sample from our document outlines our policies and procedures for disaster recovery. Following notification, a thorough outage assessment is necessary to determine the extent of the disruption, any damage, and expected recovery time. This outage assessment is managed by the DRP team. http://status.hootsuite.com/ There is also an available API and email alerts.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Limited access network (for example PSN)
  • Dedicated link (for example VPN)
  • Username or password
• Access restrictions in management interfaces and support channels: Hootsuite shall define access controls to networks, operating systems, and applications to prohibit unauthorized access, disclosure, duplication, modification, misuse, or loss through destruction or theft of information. Granting privileges to Hootsuite’s information shall have a legitimate business need for access. Hootsuite shall enable access monitoring to detect and warn of potential violations of access control policies and to establish an auditable record of activity for use in responding to information security incidents.
• Access restriction testing frequency: Less than once a year
• 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: 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: Yes
• CSA STAR accreditation date: N/A
• CSA STAR certification level: Level 1: CSA STAR Self-Assessment
• What the CSA STAR doesn’t cover: Our CSA STAR assessment covers the Hootsuite Enterprise (dashboard) service.
• PCI certification: Yes
• Who accredited the PCI DSS certification: PCI Security Standards Council
• PCI DSS accreditation date: 2015
• What the PCI DSS doesn’t cover: Available on request
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: Yes
• Any other security certifications:
  • ● FedRAMP Tailored Li-SaaS
  • ● SOC 2 Type II

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: Hootsuite has a full Information Security Policy available upon request. The information security policy is based on the ISO/IEC 27002:2013 standard for information security management. This standard provides a structured approach to identifying the broad spectrum of information security activities in the life cycle of information systems. The information security policy provides the framework for Hootsuite to establish policies and procedures necessary for the protection of information systems and information assets. The numeric references and integrity of ISO/IEC 27002:2013 includes the following 14 security areas: 1. Information security policies; 2. Organization of information security; 3. Human resource security; 4. Asset management; 5. Access control; 6. Cryptography; 7. Physical and environmental security; 8. Operations security; 9. Communications security; 10. System acquisition, development and maintenance; 11. Supplier relationships; 12. Information security incident management; 13. Information security aspects of business continuity management; and 14. Compliance.

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Procedures exist to provide that only authorized, tested, and documented changes are made to the system. All changes are logged and traceable to the individual responsible engineer.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: External penetration testing by an independent third party and is performed on an annual basis. The report is available to customers under NDA and upon request. In addition, Hootsuite performs our own internal pen-testing monthly. Our vulnerability program is a risk based methodology that reviews each vulnerability for likelihood and impact. Each vulnerability is risk ranked and prioritized for remediation. High rated vulnerability are remediated within 30 days (although usually less).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: A dedicated security and Operational/Engineering team is in place which monitors the operational security of our services. Tools (such as an Intrusion Detection System) are in place to ensure that we monitor the network for signs of compromise. In addition the dashboard is scanned regularly in both the staging and production environment to ensure that a vulnerability is not introduced.
• 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: Hootsuite has not had any previous data loss/breach. A dedicated security team is in place that monitors the environment and maintains the incident management process. 1. Appropriate collection of evidence. 2. Reporting information security events and weakness. 3. Management of information security incidents and improvements such as responsibilities and procedures, learning from information security incidents, and collection of evidence.

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

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

  boxxe is committed to supporting environmental protection and improvement and to delivering and influencing environmentally conscious solutions to address the critical issue of climate change, focusing on achieving net zero greenhouse gas emissions and influencing all stakeholders towards environmental protection and improvement. ; Our latest Carbon Reduction Plan, available on our website confirms we are carbon neutral across all sources of emissions through investing in the Carbon Exchange-Traded Commodity. We aim to reach Net Zero by 2050 at the latest through emissions reduction initiatives e.g. renewable electricity procurement and supplier engagement.; Environmental protection is embedded in everything boxxe does and offers and we are proud to have been named as a finalist in the Best Value Chain Initiative category at the CRN Sustainability in Tech Awards 2024. ; We maintain an accredited ISO 14001 Environmental Management System covering the entire scope of our business, and our goal is to be recognized as the UK’s most sustainable IT reseller and service provider.; boxxe is committed to adopting, promoting, and implementing the principles of a Circular Economy and have developed a Circular Management Plan which articulates our strategy for waste minimisation and the enhancement of material reuse and recycling in our operations and the products we supply. This underscores our dedication to environmental stewardship, resource efficiency, and sustainable growth, driven by innovative and accountable resource and waste management practices.; We ensure that our supply chain is aware of and understand our environmental policies and we work with them to manage and continuously improve their environmental performance. We prioritise the purchase of recycled, recyclable, or re-furbished products and materials where these alternatives are available, economical, and suitable.; We conform to WEEE regulations and seek to sustainably reduce, reuse, and recycle, to ensure we and our customers minimise the impact of IT waste on the environment.

  Covid-19 recovery

  The COVID-19 pandemic fundamentally changed boxxe’s ways of working, leading us to implement a fully remote workforce to maintain customer service and operational functionality during the crisis. This transition enabled us to develop and implement a "Work from Anywhere in the UK" policy. By allowing our employees to work from any location, we have broadened our recruitment reach, enabling us to attract the best talent regardless of their geographic location. This approach has reduced barriers to inclusion, enhanced employee retention, and supported a healthier work-life balance. Additionally, remote recruitment strategies have allowed us to target candidates from areas particularly impacted by Covid-19, thereby positively contributing to their local economic recovery.; Recognising the significant skills shortages highlighted by the pandemic within the IT industry, we have taken proactive steps to retain and enhance our workforce's capabilities. We encourage continuous training and development in our employees' respective fields of expertise. Experienced staff and external specialists provide mentoring, offering a hands-on learning experience that ensures the effective application of newly acquired skills. Moreover, we are committed to inspiring the next generation by inviting local youth to experience the day-to-day life of our tech teams and organising regular hackathons and think tanks for soon-to-be graduates, providing them with career guidance.; Building on our pandemic experiences, we have developed a robust business continuity plan, ensuring that we are well-prepared to maintain uninterrupted service in the event of a similar crisis. It is worth noting that during the height of COVID-19, our strategies allowed us to maintain seamless business operations, underscoring our resilience and adaptability in challenging times. This foundation not only prepares us for future challenges but also reinforces our commitment to innovation and excellence in a post-pandemic world.

  Tackling economic inequality

  boxxe is committed to addressing disparities in employment, skills, and pay within our workforce and across our supply chain. Our ‘Work from Anywhere in the UK’ policy allows us to recruit the best talent regardless of their geographic location, removing barriers to inclusion, improving retention, and promoting a healthier work-life balance. By enabling staff to work remotely, we foster collaboration and create more equitable opportunities for all potential and current boxxe employees.; To address the skills shortages in tech industry, we invest in our staff’s continuous in-work skills development, facilitating career progression and helping retain talent. All staff have access to on-demand learning opportunities, available irrespective of role or seniority. We provide funding for a variety of training programs: specialist vendor/industry accreditations and professional qualifications. Experienced staff provide mentoring, ensuring that newly acquired skills are applied effectively.; We are dedicated to maintaining a robust and diverse supply chain by actively supporting SMEs, startups, and specialist suppliers. We invite these partners to collaborate with us, providing them with a route to market and guidance on best practices in industry and environmental, social, and governance (ESG) standards. Moreover, we have created the boxxe Community, where every employee can contribute 11½ days each year to support community and social value activities. We prioritise a local-first approach to giving, ensuring that support reaches grassroots charities and local causes where it is needed most. This includes our involvement in the 'Graduation to Employment' programme where experienced personnel volunteer to provide career coaching to university graduates.; Through the boxxe Academy, we offer apprenticeships and seasonal internships to encourage the next generation into IT. We welcome interns and apprentices to our customer service, HR, service delivery, and service delivery teams, providing them with all-round experience to kick-start a career in tech.

  Equal opportunity

  Equal opportunities, and our dedication to DEI are rooted in our mission to Making Tech Human.; boxxe is committed to a workforce that reflects diverse populations with the skills to drive a compassionate and inclusive culture and a genuine sense of belonging. We embed inclusivity, celebrate uniqueness, and foster collaboration to eradicate inequalities in employment, skills, and pay in our workforce and our supply chain.; Recruitment is focused on inclusivity and fairness, encouraging diversity in ethnicity, gender, sexuality, and socio-economic backgrounds by anonymising our candidates, concentrating on the alignment of their skills and experience, reducing conscious or unconscious bias. Our Competency Framework gives employees clear guidance on progression and developing the necessary competencies for higher level roles, integrating both technical and behavioural aspects in a Skills Matrix, and mapping out potential career paths. We offer online training and invest in our staff’s professional qualifications. Our annual pay review maintains market-aligned salaries, and we are a certified Real Living Wage employer. We offer enhanced, inclusive family policies including maternity, parental, and fertility-treatment paid leave. ; We hold Flexa accreditation and operate a ‘Work from Anywhere in the UK’ policy which enhances accessibility for candidates facing barriers to inclusion, bolsters retention and facilitates a healthier work-life balance. We are a Level 1 Disability Confident Committed employer, aiming to achieve Level 2 by 2025. We actively address underrepresentation, particularly women in tech, and racial inequality as a founding member of Technology, Community for Racial Equality. We are proud of our advancement of female leadership, recognised at the CRN Women & Diversity in Channel Awards 2023. Our involvement with the Stonewall Diversity Champions reflects our dedication to LGBTQ+ allyship. ; As a silver accredited Armed Forces Covenant member, we work to help create employment opportunities for ex-service personnel and support staff who are military reservists.

  Wellbeing

  boxxe’s Wellbeing Strategy, built on direct feedback from our employees, reflects our dedication to prioritising our workforce’s mental, physical, social, and financial wellbeing. This holistic approach recognises the importance of a comprehensive support system for overall health, satisfaction, and effectiveness of the workforce. We adhere to the Mental Health at Work Commitment and incorporate elements from the Thriving at Work guidance, despite being an organisation of less than 500 employees. This includes tailored mental health support, financial advice and low interest support loans, an EPA, occupational health support, and counselling services provided in-house by Mental Health First Aiders.; We champion a healthy workplace environment through the Mindful Business Charter, which emphasises removing unnecessary stress and promoting mental wellbeing with strategies including smart meetings, respecting rest periods, and mindful delegation. This charter serves as a guideline for all employees on small, practical changes to safeguard personal and colleague health.; To encourage open discussions about health, we foster a supportive culture where physical and mental health issues can be openly discussed, creating a safe space for employees to express concerns. We encourage our staff to participate in the boxxe Community programme, which has been shown to positively impact physical and mental wellbeing.; Our proactive engagement with the workforce includes regular wellbeing surveys, specialised training for managing stress at work, and comprehensive health benefits that cover physical and mental resources. We promote active lifestyles through incentivised physical activities, and we maintain health and safety standards in line with our ISO 45001 accreditation. We ensure wellbeing extends to our supply chain through our Supplier Code of Conduct, emphasising the importance of ethical standards and worker health and wellbeing, demonstrating our dedication to fostering a culture of health and wellbeing across all facets of our operations.

Pricing

• Price: £585 to £1,477 an instance a year
• Discount for educational organisations: No
• Free trial available: No

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