Web Chat / Live Chat - Click4Assistance UK Provider

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: Websites and portals (Internet, Extranet and Intranet), social media platforms, together with forms of electronic media such as email and documents which live chat can be integrated too.
Cloud deployment model: Public cloud
Service constraints: None
System requirements: Modern Internet Browser

Windows 7 or Windows 10 for Agent Application (optional)

Internet accessible computer

Support for Android and IOS devices

User support

Email or online ticketing support: Email or online ticketing
Support response times: Standard email support enquiries is available 09:00 to 17:30 (UK time) on Business Days.
Custom service level agreements are available on request.
User can manage status and priority of support tickets: No
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 AA or EN 301 549
Web chat accessibility testing: Our webchat solution is continually tested using WCAG Compliance Checker‎
Onsite support: Yes, at extra cost
Support levels: Standard support is provided to all clients as part of the subscription including a dedicated account manager.

Enhanced support agreements are available which can include both remote and on-site training, bespoke development, consultation and complete project management.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: New users are assigned a dedicate account manager and support engineer who will assist with a seamless integration including support customising and configuring the software based on your requirements.

For more advanced requirements, we can provide consultation, project management with both onsite and remote support.

Numerous documents and tutorials are provided.
Service documentation: Yes
Documentation formats: HTML

PDF

Other
Other documentation formats: Microsoft Word

Video
End-of-contract data extraction: Data can be extracted at any point before the contract ends, formats include PDF, CSV and Excel. A secure data extraction API can be provided to enable automatic extraction of chat data by the customer.
End-of-contract process: Once 30 days’ notice of termination is received your account will remain active during this period, allowing you to extract any data and remove live chat from your platform. Once the contact has ended, all data relating to your account will be permanently deleted in line with our data policies.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: Yes
Compatible operating systems: Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: The visitors interface and experience are identical on mobile and desktop devices.
Service interface: Yes
User support accessibility: WCAG 2.1 AA or EN 301 549
Description of service interface: Agents access the solution using the installed desktop application on web-browser.
This interface provides access to all tools (live chat, video chat, meeting room, contact forms, click2call etc) allowing agents to interact with visitors on their site.
Based on user profiles and permissions, complete configuration of the account and the ability to fully customising all visitor facing aspects (chat button, chat windows, surveys, proactive invitations) can be managed though one single interface.
Management information, including numerous reports and charts can be run in real-time or schedule for automatic delivery via email.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: Our webchat solution is continually tested using WCAG Compliance Checker‎
API: Yes
What users can and can't do using the API: Various API’s enable the following:

Ability to add the chat window (and all other tools) using a small piece of JavaScript.

Allowing querying agent and routing group availability in real-time to determine availability of the chat button and ability to dynamically route chats to the relevant department.

Secure data extraction and integration into existing backend systems using token based authentication and encrypted pre-shared key.

Ability to create and manage chats from 3rd party system, providing a full Omni-channel solution.
API documentation: Yes
API documentation formats: PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: All visitor facing aspects (chat button, chat windows, surveys, proactive invitations) can be completely customised by users with the relevant permissions. WYSIWYG functionality provides a simple way to customise, however more advanced customisation can be carried out using CSS, HTML and JavaScript/JQuery enabling complex department routing, integration with backend systems or platforms such as Google Analytics.

Scaling

Independence of resources: Click4Assistance provides a SaaS multi-tenanted solution hosted on their own HP/Cisco equipment, located in one of the largest data-centres in London UK. System performance including capacity and load is constantly monitored 24/7 internally and externally. Using virtual and clustered environments ensures scalability across the architecture ensuring continuous service delivery.

Analytics

Service usage metrics: Yes
Metrics types: With over 60 standard reports, and the ability to have bespoke reports produced. Metrics include availability of the account, each department and individual users. Multiple reports covering operator performance, customer satisfaction, visitor and agent engagement, chat duration and activity. All details relating to individual chats is provided including the full transcript, which agents were involved, notes, survey results. Performance and uptake of proactive invitations and KPI indicators. Information regarding visitor behaviour and activity includes whether new or returning visitors, devices being used, duration spent on site, and whether they engaged.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

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: United Kingdom
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 once a year
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

Physical access control, complying with another standard

Other
Other data at rest protection approach: Using the ISO27001 & Cyber Essential Plus frameworks data is physically protected at rest within the data-centre using a range of controls. Personally identifiable information is encrypted at rest using AES256 with internal key management access (no 3rd parties).
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: Users with the relevant permissions and access rights can export data in real-time, or schedule delivery of data via email. Data formats include PDF, CSV or Excel. A secure data extraction API is available for customers wishing to automate exporting of their data.
Data export formats: CSV

Other
Other data export formats: PDF

Excel

SOAP

REST
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)

Other
Other protection between networks: Data in transit use RSA (2048 Bits) encryption, certificates are regularly tested and achieve “A” rating
Data protection within supplier network: TLS (version 1.2 or above)

IPsec or TLS VPN gateway

Availability and resilience

Guaranteed availability: Click4Assistance will use commercially reasonable efforts to ensure that the Product complies with an availability service level of 99% in each calendar month. Refund policy are available in the agreed SLA document.
Approach to resilience: Click4Assistance owns and manages its own HP/Cisco equipment located in a UK based data-centre. The environment consists of 6 carriers providing connectivity, active-standby configuration for networking and firewall hardware, at an OS level a virtualised clustered environment is used. DR and BCP procedures include Microsoft Azure Cloud Computing Platform.
Outage reporting: In the event of a system outage, the primary contact will be emailed with details of the situation. Social media platforms such as Facebook and Twitter will be updated with the status of the outage together with estimated ETAs.
Customers have the ability to phone and email in the event of a “mission critical” outage which will be classed as “high” priority.

Identity and authentication

User authentication needed: Yes
User authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Username or password

Other
Other user authentication: Ability to lock down user access by IP address.
Access restrictions in management interfaces and support channels: Individual user access, privileges are permissions are managed by security types. Access can be denied or granted to all aspects of the solution, features such as IP restriction and set log-in / log-off times can be set.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

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: Between 1 month and 6 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 23/06/2023
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: No
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO27001

Penetration testers CHECK & CREST Certified

Data Centre ISO 22301, 27001, FISMA, SOC 2 Type II

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: Certified for ISO 27001 by BSI together with Cyber Essential Plus, Click4Assistance adheres the frameworks and controls outlined in their internal policies and procedures. For further details on our security policies and procedures please contact us direct.

Operational security

Configuration and change management standard: Supplier-defined controls
Configuration and change management approach: Any changes to the application or infrastructure is managed through the internal change control processes and procedures. The changes include solution enhancements, updates to firmware or OS components including vendor patching and updates. A replicate of the production environment allows updates to be implemented and tested before final release onto production systems.
All changes to source code is fully documented with security as a priority, managed and audited using MS DevOps, and reviewed by an independent developer using standards such as OWASP before release.
Vulnerability management type: Supplier-defined controls
Vulnerability management approach: Management of vulnerabilities follow the ISO27001 framework and various controls. Areas include, staff vetting and training, supplier management, physical access to equipment and data, disposal of data in accordance with contractual and legal obligations.
Real-time monitoring including penetration testing assess potential external threats. Regular security patching and updates from MS are implemented in-line with internal change control processes.
Protective monitoring type: Supplier-defined controls
Protective monitoring approach: Click4Assistance has internal and external real-time monitoring systems to identify potential compromises to the system. Firewall and system logs are constantly analysed to mitigate any threats.
Should a threat be detected the operations team will immediately escalate this to the Information security manager, and where required the incident management procedures will be followed.
Incident management type: Supplier-defined controls
Incident management approach: A dedicated Information Security Manager is responsible for incident management including user training and awareness. Weaknesses and events are reported immediately after they are seen. Incident management procedures include logging and categorising of all incidents until closed, prioritisation of responses based on risk, raising of work orders to address indecent. It’s the ISM’s responsibility to prepare incident reports and lease with other teams to prevent future occurrences.

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
Tackling economic inequality
Equal opportunity
Wellbeing

Fighting climate change

The supply of the software is digital therefore no requirement for transport logistics. C4A operates a no paper policy and all staff are encouraged to reduce resource use where possible and recycle.

Tackling economic inequality

-C4A creates employment opportunities for all particularly for those who face barriers to employment and/or who are located in deprived areas as the software can be operated remotely.
We create employment and training opportunities within the technology industry through apprenticeships and inhouse training.

Equal opportunity

C4A supports disabled people in developing new skills through training schemes that result in recognised qualifications.
C4A influences staff, suppliers, customers and communities through the delivery of the contract to support disabled people both through employment opportunities and the provision of the software which helps hearing impaired people.
C4A supports in-work progression to help people, including those from disadvantaged or minority groups, to move into higher paid work by developing new skills relevant to the contract.
C4A investigates new employees identity and contractually obligates suppliers to have a modern slavery policy to manage the risks of modern slavery in the delivery of the contract, including in the supply chain.

Wellbeing

C4A supports health and wellbeing by providing HR support and private healthc over for staff. Fresh fruit is available for all staff

Pricing

Price: £359.40 a licence a year
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: Click4Assistance offers a 30 day trial, all features within the paid version are included in the trial.
Link to free trial: https://www.click4assistance.co.uk/live-chat-software-free-trial

Web Chat / Live Chat - Click4Assistance UK Provider

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Web Chat / Live Chat - Click4Assistance UK Provider

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents