Timetoreply - Employee Responsiveness Email Monitoring Tool
Timetoreply uses its proprietary algorithm to give your
team the ultimate competitive advantage in adding all your
email data and analytics in one dashboard with in-depth
metrics that can be viewed and analysed anytime, anywhere.
Features
- Measure reply times
- Measure individual mailboxes
- Measure group mailboxes
- Measure web forms
- Reports
- Display your reply time
- Custom widgets
- Powerful report filtering
- SLA measurement
Benefits
- Tracks email analytics and email response times
- Measure your performance to particular domains
- Contract SLAs to maximise value and retention of customer contracts
- View email performance reports for your company
- Customers will receive faster service
- Get a handle on remote staff productivity
- Ability to incentivise staff to respond quickly
- Set goals and track your performance against your goals
Pricing
£3 to £30 a user a month
Service documents
Request an accessible format
Framework
G-Cloud 13
Service ID
8 3 4 8 4 5 0 5 9 3 4 2 8 3 2
Contact
Grove Information Systems
Philip Witheridge
Telephone: +44 207 493 6741
Email: pwitheridge@groveis.com
Service scope
- Software add-on or extension
- No
- Cloud deployment model
-
- Public cloud
- Private cloud
- Service constraints
-
Self hosted deployments only support Linux
G Suite only allowed self hosted deployments - System requirements
-
- Linux (for self hosted deployments)
- Web browser for public cloud and private cloud
- G Suite/O365/MS Exchange/Mimecast
User support
- Email or online ticketing support
- Email or online ticketing
- Support response times
- Within 24 Hours
- 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), 7 days a week
- Web chat support accessibility standard
- None or don’t know
- How the web chat support is accessible
- From the website timetoreply.com and from the Timetoreply portal that customers have access to. We use Zendesk as our live chat platform
- Web chat accessibility testing
-
None, see below link:
https://www.zendesk.com/company/policies-procedures/accessibility/ - Onsite support
- No
- Support levels
-
Timetoreply offers free telephonic, email, live chat support and additional support is offered through resellers
Additional support is charged at $20.00 per user per year - Support available to third parties
- Yes
Onboarding and offboarding
- Getting started
-
All users get a 14 free trial
Resellers assist users with onboarding during the 14 day trial and with any questions they may have - Service documentation
- Yes
- Documentation formats
-
- HTML
- End-of-contract data extraction
- Email support and ask for the data removed
- End-of-contract process
-
End of the contract, customers account stays open for 30 days before being permanently deleted.
The price per mailbox that we charge includes the generation of email analytics for that mailbox for up to 3000 emails per month per mailbox. Phone, email and live chat is included in the license fee. Any software customization or group training is an additional charge. We charge $2500 for a self hosted deployment.
Using the service
- Web browser interface
- Yes
- Supported browsers
-
- Internet Explorer 11
- Microsoft Edge
- Firefox
- Chrome
- Safari
- Application to install
- No
- Designed for use on mobile devices
- Yes
- Differences between the mobile and desktop service
- Mobile responsive design so that the portal can be accessed and viewed on different mobile devices
- Service interface
- Yes
- User support accessibility
- None or don’t know
- Description of service interface
- Web browser
- Accessibility standards
- None or don’t know
- Description of accessibility
- Through web browser
- Accessibility testing
- None
- API
- No
- Customisation available
- No
Scaling
- Independence of resources
- We monitor the usage of different customer accounts and we have set internal limits to prevent certain customers abusing the fair usage volumes. We also recommend that high usage customers opt for a self-hosted solution.
Analytics
- Service usage metrics
- No
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
- 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 once a year
- Penetration testing approach
- In-house
- Protecting data at rest
-
- Physical access control, complying with CSA CCM v3.0
- Other
- Other data at rest protection approach
- https://aws.amazon.com/compliance/programs/
- Data sanitisation process
- No
- Equipment disposal approach
- A third-party destruction service
Data importing and exporting
- Data export approach
-
Users have the ability to export via PDF/CSV/XLS/XLSX from the portal
They can also have their exports emailed to them - Data export formats
-
- CSV
- Other
- Other data export formats
-
- XLS
- XLSX
- Data import formats
- CSV
Data-in-transit protection
- Data protection between buyer and supplier networks
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
- Data protection within supplier network
-
- TLS (version 1.2 or above)
- IPsec or TLS VPN gateway
Availability and resilience
- Guaranteed availability
-
95% uptime
customers can be refunded pro-rata for the amount of time that the service is down outside of the 95% uptime SLA - Approach to resilience
- https://timetoreply.com/wp-content/uploads/2019/02/Time-To-Reply-Security-And-Privacy-Document-2.pdf
- Outage reporting
-
Live chat notification
email notifications
Identity and authentication
- User authentication needed
- Yes
- User authentication
- Username or password
- Access restrictions in management interfaces and support channels
- Role-based user access
- Access restriction testing frequency
- At least once a year
- Management access 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
- At least 12 months
- Access to supplier activity audit information
- You control when users can access audit information
- How long supplier audit data is stored for
- At least 12 months
- How long system logs are stored for
- Between 1 month and 6 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
- No
- Other security certifications
- No
Security governance
- Named board-level person responsible for service security
- Yes
- Security governance certified
- No
- Security governance approach
- We are busy with our ISO27001
- Information security policies and processes
- We are currently implementing ISO27001
Operational security
- Configuration and change management standard
- Supplier-defined controls
- Configuration and change management approach
- All changes are tracked in the change log. All code is tested for security and performance prior to being deployed.
- Vulnerability management type
- Undisclosed
- Vulnerability management approach
-
We use AWS to identify any changes in behavior in our environments
we address any security flaws with immediate effect. We update all of our packages bi-monthly when updates are available. - Protective monitoring type
- Undisclosed
- Protective monitoring approach
-
We do penetration testing. Monitor our server logs and database. In the event that our systems are compromised, we immediately move to provide a patch for the breach. Thereafter a full investigation is undertaken to determine the impact that the compromise has had on customer data. Once we understand the scope of the breach we notify our customers of steps we will take to rectify the issue. We strive to do this within 72 hours of becoming aware of a compromise
This is yet to have occurred. - Incident management type
- Undisclosed
- Incident management approach
- Users email support if there is an incident. Timetoreply will do a full report and provide email feedback to users.
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 acknowledge the scientific consensus, led by the Intergovernmental Panel on Climate Change, that climate change is a reality and that human activities are largely responsible for increasing concentrations of greenhouse gases in the earth’s atmosphere. We believe that climate change is one of the most significant environmental challenges of the 21st century and is linked to other important issues such as economic growth and development, poverty alleviation, access to clean water, and adequate energy supplies. How governments and societies choose to address climate change will fundamentally affect the way present and future generations live their lives. We are very concerned by the threat to our natural environment, to humans and to the economy presented by climate change and believe that it requires the urgent attention of and action by governments, business, consumers and civil society to curb greenhouse gas emissions.
To carry out our commitment, it is our policy to strive to ensure that all aspects of the business have the least harmful effect on the environment by implementing an environmental management system to:
● Be fully aware of all environmental legislation and ensure that regulatory requirements are met and, where feasible, improved upon
● Monitor the implementation of the policy by carrying out periodic audits of compliance and, when appropriate, introduce remedial measures
● Ensure all employees, in the course of their duties, act in accordance with the environmental policy. Encourage suppliers, contractors and vendors to act in accordance with our environmental standards
● In addition, areas of particular attention within the business will be the selection of non-polluting technology, waste minimisation, reuse/recycling and the reduction of energy consumption
● We also make a positive environmental contribution in the local community by encouraging open communication, general environmental awareness and the promotion of community projects
Pricing
- Price
- £3 to £30 a user a month
- Discount for educational organisations
- No
- Free trial available
- Yes
- Description of free trial
- Full featured trial for 14 days
- Link to free trial
- https://timetoreply.com/register-improve-email-reply-time/