Merkle UK One Ltd

Google Analytics 4 (GA4)

Google Analytics 360 is a hosted, SaaS web analytics platform used for measurement of websites and marketing channels.

Features

• Unlock customer-centric measurement
• Get smarter insights to improve ROI
• Connect your insights to results
• Make your data work for you
• Access to enterprise-level support

Benefits

• Understand website performance
• Measure marketing performance
• Measure engagement with website content
• Reporting & analytics support
• Quickly troubleshoot any bugs or errors
• Training
• Tagging support

£850 to £1,950 a unit a day

• Education pricing available
• Free trial available

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.spencer@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

843534734432015

Contact

David Spencer
+44 (0) 330 060 1813
david.spencer@merkle.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: Digital Analytics Consultancy
• Cloud deployment model: Public cloud
• Service constraints: No constraints.
• System requirements: Web-based browser

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Within 24 hours Monday - Friday 9-5 pm
• 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: 9 to 5 (UK time), Monday to Friday
• Web chat support: No
• Onsite support: Yes, at extra cost
• Support levels: Basic support 1-2 days per month £1000-£2000; ; Medium Support 3-5 days per month £3,000-£5,000; ; Advanced Support 6-10 days per month £6,000 - £10,000; ; We provide technical and analytics support to implement, analyse and generate insight on web analytics data.
• Support available to third parties: No

Onboarding and offboarding

• Getting started: We provide full implementation assistance.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: The Google Analytics 360 account is downgraded to the standard version, with users retaining access to the vast majority of data within the platform.; Data can also be exported from the platform prior to the end of the contract via the service APIs or the BigQuery integration. For more information on the ramifications of downgrading from Google Analytics 360 to Standard see: https://support.google.com/marketingplatform/answer/9013959?hl=en
• End-of-contract process: The ramifications of downgrading the Google Analytics service level from 360 to Standard are detailed here: https://support.google.com/marketingplatform/answer/9013959?hl=en

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: No
• Service interface: Yes
• User support accessibility: WCAG 2.1 AAA
• Description of service interface: The Google Analytics 360 interface displays web analytics data in both tabular and graphical formats. The service provides a large number of default data views (reports) which can be customised through the addition of dimensions and metrics or by segmentation. The service interface also allows users to control account structure and settings. The interface is based on Material Design principles.
• Accessibility standards: WCAG 2.1 AA or EN 301 549
• Accessibility testing: Google is committed to making accessibility a core consideration from the earliest stages of product design through release. Their central accessibility team has a mandate to monitor the state of accessibility of Google products and coordinate accessibility training, testing, and consulting. Product teams are offered training to help incorporate accessibility principles into the design and release of products.; ; Please see https://www.google.com/accessibility/customers-partners/ for more details.
• API: Yes
• What users can and can't do using the API: The management API allows users to configure web analytics accounts and control user permissions. The core reporting API allows exporting of data from the main reporting setup.
• API documentation: Yes
• API documentation formats: HTML
• API sandbox or test environment: Yes
• Customisation available: Yes
• Description of customisation: The interface provides users with the ability to configure filters, goals and other setup functionality. Reports can also be edited and customised.

Scaling

• Independence of resources: Google's services operate over purpose-built multi-tenant services which are designed to support millions of users.; ; A resource management policy is established to monitor, maintain, and evaluate capacity demand.

Analytics

• Service usage metrics: No

Resellers

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

Staff security

• Staff security clearance: Other security clearance
• 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:
  • 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 once a year
• Penetration testing approach: Another external penetration testing organisation
• Protecting data at rest: Physical access control, complying with another standard
• Data sanitisation process: Yes
• Data sanitisation type: 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 may export data via several methods: download directly from browser-based (service) interface, APIs and via a native integration with BigQuery.
• Data export formats:
  • CSV
  • Other
• Other data export formats: JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: JSON

Data-in-transit protection

• Data protection between buyer and supplier networks: Other
• Other protection between networks: Private Network VPC Peering
• Data protection within supplier network: IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Google Analytics 360 SLAs are defined here: https://www.google.com/intl/en_us/ga360suite/sla.html); ; Summary:; Analytics 360 Service collects Customer Data from properties at an Uptime Percentage of at least 99.9%.; ; The reporting interface for the Analytics 360 Service is available for company's use at an Uptime Percentage of least 99%.; ; Except as set forth in the Data Processing SLA Exceptions article available at https://support.google.com/analytics/answer/6223844?hl=en&ref_topic=2430414 (as modified from time to time at Google's sole discretion), the Analytics 360 Service processes collected customer data; (1) within 4 hours of receipt at an Uptime Percentage of at least 98% for properties that receive fewer than or equal to 2 billion hits per calendar month and; (2) within 24 hours of midnight (Pacific Time) at an Uptime Percentage of 98% of the time for properties that receive more than 2 billion hits per calendar month.
• Approach to resilience: The primary data availability mechanism is online replication, which provides for geographic redundancy across multiple production sites. Through the replication; disaster recovery is automatic, instantaneous and transparent to the customer. The availability objectives of this process provide for RTO & RPO equal zero.
• Outage reporting: Products and infrastructure teams maintain and test disaster recovery plans periodically and use a standardised incident management programme for responding to outages.; ; Please see: https://www.google.com/appsstatus#hl=en&v=status

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Policies and procedures have been designed to segregate duties and enforce responsibilities based on job functionality. For Google employees, access rights and levels are based on their job function and role, using the concepts of least-privilege and need-to-know to match access privileges to defined responsibilities.; ; https://support.google.com/analytics/answer/2884495?hl=en
• Access restriction testing frequency: At least once a year
• Management access authentication:
  • 2-factor authentication
  • Identity federation with existing provider (for example Google Apps)
  • 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: At least 12 months
• Access to supplier activity audit information: No audit information available
• How long system logs are stored for: At least 12 months

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: DNV
• ISO/IEC 27001 accreditation date: 28/04/2024
• What the ISO/IEC 27001 doesn’t cover: There are no scope exclusions on the certificate, however the only control not on the scope is the outsourcing of development as everything is built in house.
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: Yes
• Who accredited the PCI DSS certification: Online Enterprises, dba Online Business Systems
• PCI DSS accreditation date: 20/11/2023
• What the PCI DSS doesn’t cover: 2.1.1 – Not Applicable - There are no wireless environments in scope for assessment; 2.6 – Not Applicable – Dentsu is not a shared hosting provider; 3.6 – Not Applicable - Dentsu does not share keys with its customers; 4.1.1 – Not Applicable - There are no wireless technologies in scope for assessment; 6.4.6 – Not Applicable – No significant change occurred within the past 12 months; 8.1.5 - There are no vendors providing remote management services to Dentsu; 8.5.1 - Dentsu does not have remote access to its customers’ premises.
• 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: Yes
• Security governance standards: ISO/IEC 27001
• Information security policies and processes: Dentsu maintains a group-wide Security Policy, aligned to ISO27001 framework, that is approved, published, and reviewed by senior management. The purpose of our policy is to provide a framework, based on industry standards and best practice, for assessing security risk and deploying appropriate security measures. Dentsu expectations, requirements, and control objectives are defined in this policy and helps ensure Dentsu meets these. The scope of our Security Policy encompasses all Technology (IT) assets, data, and services that are owned, controlled, or used to conduct Dentsu business.

Operational security

• Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Configuration and change management approach: Our service platforms fall under a standard set of IT protocols we operate under inclusive of a formal, documented change management process to assess any system level changes for both security and performance impacts.
• Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Vulnerability management approach: Merkle Security maintains a threat intelligence function. On a daily basis, the Cyber Security Team reviews the threat landscape and manages security tools that protect our estate. They monitor intel and vulnerability data from multiple sources, including vendors, public domains, national organizations, and managed security service providers (MSSP).
• Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
• Protective monitoring approach: Merkle consolidates and assesses significant system events using a managed security information and event management (SIEM) solution. The system is tuned to provide event correlation across multiple system layers and provide alerts when unexpected activities are detected.
• 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: Merkle has established procedures for managing security incidents (including data breaches) using a structured framework that is aligned to the National Institute of Standards & Technology (NIST 800-61).The Security and Data Incident Management Policy establishes notification targets associated with incident severity. As a general rule, any affected client or external party will be notified without undue delay, and where feasible, not later than 72 hours.

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

• Social Value:

  Social Value

  • Fighting climate change
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Accelerating climate change and natural resource constraints, digital transformation and the continued rise of inequality are transforming the environment in which we live and work. By using the power of digital communications and marketing, we can address inequality, create opportunities and uncover solutions to society’s greatest challenges. We do this through our work with stakeholders and by sharing our knowledge and talent with the communities in which we operate. Our aim is to drive the delivery of the UN Sustainable Development Goals and to deliver social impact across the globe.; Dentsu’s Environmental Policy requires that suppliers comply with applicable environmental legislation, identify and manage environmental impacts to achieve best in class environmental performance, and ensure staff are aware of the environmental impacts of their work activities.; We have an Environmental strategy centered around three pillars: Sustainable World, Fair and Open Society and Digital for Good. These represent areas where dentsu’s uniquely positioned to drive change, leveraging our capability in data and technology, creativity and innovation. Our strategy is fuelled by our people, and success will depend on multi-stakeholder collaboration as well as innovating our own operating model. Our Social Impact Report reflects on the progress made against our 2020 targets and goals, and also sets out the biggest opportunities for growth from good as we look at the next ten years and pivot our focus to our new 2030 strategy.; We know that for business growth to be truly sustainable, we must accelerate the transition to a low carbon future, and therefore we have committed to becoming a Net Zero emissions business by 2030. The radical decarbonisation of our business and value chain is only the first step – by raising awareness through our powerful work, we have also committed to helping 1 billion people make better, more sustainable choices.

  Equal opportunity

  Diversity, Equity and Inclusion (DEI) is firmly embedded in our company vision. Our global DEI principles outline our unwavering commitment to a diverse workforce that represents wider society and fostering inclusion and has been defined as a key competency for our employees in our behavioural framework. We want to foster an environment of growth, where ideas and contributions are actively encouraged. We need this culture of courage to continue to thrive in our fast-paced industry.; Our people have created our seven DEI pillars (Gender, Ethnicity, Mental Health, Religion, Parent and Carer, Disability and LGBTQ+). Each group is made up of individuals from Merkle and each programme is sponsored by a member of the Merkle Executive Team. We are proud to have been recognised as industry leaders by the likes of Microsoft who named us the winner of Global Inclusive Marketing and Culture Partner Award in 2020.; We believe everyone has the right to feel included in their place of work, and able to be their authentic selves. We know that diversity and inclusion in the workplace – that is, diversity of thought, background and experience – is what drives creativity and innovation, which in turn lets us produce truly great work. Our goal is to make Merkle an inclusive, equitable workplace that is representative of the markets in which we operate, and where our differences are celebrated. We seek to educate and empower our colleagues and effect positive change within the wider industry – because the benefits of diversity in the workforce are too strong to ignore.

  Wellbeing

  Mental health has never been spoken about more candidly or frequently. Taboo still surrounds the topic, however, and many people feel unable or unwilling to talk about struggles with mental health in any setting, let alone a professional one. Work is a place where you spend a huge proportion of your week, and we believe it shouldn’t be somewhere that mental wellbeing is forgotten or put away in a box to be dealt with at another time. In fact, we believe quite the opposite. We seek to make Merkle a workplace with a formal support network for those struggling with, or affected by, mental health conditions, plus provide easy access to work mental health resources whenever they’re needed. By actively encouraging our senior leadership to speak openly about how mental health issues have affected them or those they love, we have seen an uptake in use of resources like our mental health first aiders. We raise awareness and educate the Merkle community on all conditions and their potential circumstances and aim to become a leading voice for change within corporate policy.; Dentsu has committed to three key areas of focus: flexibility and time off, upskilling and empowering managers, and support for home schoolers. All employees can access an array of support tools, including counselling, mental health first aiders, mindfulness platforms (inc. Headspace), three wellness days per year and a sickness policy that includes mental health leave.

Pricing

• Price: £850 to £1,950 a unit a day
• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: A free (non-360) version of Google Analytics is available. A comparison of features is available.
• Link to free trial: https://marketingplatform.google.com/about/analytics/compare/

Service documents

• Pricing document

  ODT

• Skills Framework for the Information Age rate card

  ODT

• Service definition document

  ODT

• Terms and conditions

  ODT

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 david.spencer@merkle.com. Tell them what format you need. It will help if you say what assistive technology you use.