Grove Information Systems

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

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
  • PDF
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
  • PDF
  • 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/

Service documents

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