GOTO TECHNOLOGIES UK LIMITED

GoTo Contact Centre Complete

GoTo Contact is a CCaaS solution built on top of the GoTo Connect platform that enables organizations to improve the outcomes of their customer and prospect communications over multiple communication channels, such as voice, text, web chat, and social media. This solution is good for organizations of all sizes.

Features

• Omnichannel Support–Manage voice, chat, SMS, email interactions together.
• Interactive Voice Response(IVR)–Automated menus efficiently route customer calls.
• Real-Time Reporting–Monitor ongoing activities and performance with analytics.
• Call Recording–Securely record calls for quality assurance and compliance checks.
• Remote Agent Access–Agents work from anywhere using cloud-based solutions.
• Advanced Routing-Route calls based on skills, priority, or custom criteria.
• Queue Management–Organize and optimize call queues for faster service.
• Supervisor Controls-Monitor, whisper, or barge into live calls when necessary.
• CRM Integrations–Connect seamlessly to Salesforce, Zendesk, etc.
• Customer Satisfaction Surveys–Automatically gather feedback post-interaction

Benefits

• Improved Customer Experience–Fast, personalized omnichannel support boosts satisfaction
• Increased Agent Productivity–Smart routing and remote access streamline daily workflows.
• Actionable Business Insights–Real-time reporting informs better decisions and improvements.
• Scalable Solution–Easily adapts as your business and teams grow.
• Compliance Support–Call recording ensures regulatory and quality requirements are met.
• Enhanced Collaboration–Supervisors support and assist agents with powerful monitoring tools.
• Seamless Integrations–Connects directly to existing CRM and business applications.
• Lower Operational Costs–Cloud-based tools reduce need for expensive infrastructure.
• Faster Issue Resolution–Advanced features help resolve customer issues quickly.
• Flexible Deployment–Enables remote, hybrid, or in-office agent environments.

• Education pricing available
• Free trial available

Service documents

• Pricing document

  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 kurt.snodgrass@goto.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

872163319267160

Contact

Channel Sales operations @ GoTo
00353858885888
kurt.snodgrass@goto.com

About your service

• Service categories:

  Applications

  Customer relationship management

  • Contact centre
• Multi cloud support: Yes

Service scope

• Software add-on or extension: No
• Cloud deployment model: Public cloud
• Service constraints: Internet Connection: High-speed broadband is essential.; Bandwidth: Aim for 20 Mbps download / 5 Mbps upload minimum (for Contact Center Pro). Each simultaneous call uses about 100 kbps up/down, so factor in total calls plus other internet usage.; Connection Type: Wired Ethernet is strongly recommended over Wi-Fi for stability.; Router/Switch: A business-class router and Ethernet switch capable of Quality of Service (QoS) are needed to prioritize voice traffic.; Firewall/Security: Allow outbound traffic for specific ports and domains.; TCP Ports: 80, 443, 8200.; UDP Ports: 8200, 1853.; Allowlist Domains: Configure your firewall to allow GoTo's domains and IP ranges.
• System requirements:
  • Please see: https://www.goto.com/connect/view-network-requirements
  • Please see: https://support.goto.com/connect/help/how-do-i-download-and-install-the-goto-app

User support

• Email or online ticketing support: Yes
• Support response times: 24x7 Phone Support with an average answer time of 30-60 seconds ; 24x7 Email Support with an initial response within 24hours; Our support is rated #1 across competitive sites and reviews from numerous customers.
• User can manage status and priority of support tickets: No
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 24 hours, 7 days a week
• Web chat support accessibility standard: None or don’t know
• How the web chat support is accessible: Our web chat is accessible to all users at https://support.goto.com/connect. Straight from the support page you have the option to search independently or use our AI Agent to aid in your search and requested help.
• Web chat accessibility testing: This is vendor purchased. They do not have a formal accessibility standard.
• Onsite support: Yes, at extra cost
• Support levels: GoTo Customer Experience brings together the expertise of the GoTo Service Account Management, Technical Support, and Customer Service teams to deliver world-class, personalized service and support. All GoTo Customer Experience teams are Americas-based and available 24/7, through multiple channels, including toll free telephone, email, online, and chat. ; ; GoTo provides extensive online help through our support page - https://support.goto.com/connect. Here you can search for the topic you have questions about and find numerous articles and videos to help. Each article also has a link to "Contact Support" if you need additional information. This link will route you to the support team members who know the most about that particular topic. ; ; All access to the support above is unlimited and included in your monthly service fees. No additional contracts are required or fees apply.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: GoTo employs industry best practices and a proactive, high-touch approach to ensure smooth and effective implementation of all new GoTo Voice and UC solutions. This comprehensive methodology is applied at every phase of deployment, minimizing challenges commonly associated with changing telephone service providers and helping organizations achieve maximum benefit from GoTo Connect/ Contact Centre. Customer training is a key part of this process and is offered at no additional cost (except for on-site sessions).; ; Administrator training uses a “train the trainer” model, enabling participants to instruct others within their organization. Training includes: ; - Customer On-Boarding: One-hour, remote, personalized sessions led by GoTo experts, with follow-up sessions as needed. ; - Online Video Tutorials: Step-by-step videos for configuring and using GoTo Connect/ Contact Centre (https://support.goto.com/connect/user-guide/getting-started-users). ; - Administrator Guide: Detailed written guides accessible(https://support.goto.com/connect/user-guide/getting-started-admins) or in-print. ; - Ad Hoc Training: Phone-based, on-demand assistance with GoTo representatives at no extra charge. ; - On-Site Classes: Hands-on training at the customer site (additional charges may apply).; ; End-user training is also available, including self-guided videos and manuals, administrator-led sessions, ad hoc training via phone, and optional on-site classes (with additional costs), covering handset use, voicemail, and more.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
  • Other
• Other documentation formats: Video
• End-of-contract data extraction: Session recordings will be deleted on an ongoing 90-day rolling basis.1 Additionally, unless otherwise required by applicable law, Customer Content shall automatically be deleted: 1) for paid accounts, ninety (90) days after the termination, cancellation, or expiration and, in each case,; deprovisioning of Customer’s then-final subscription; or 2) for free accounts, after one (1) year of inactivity (e.g., no logins).; Upon written request, GoTo may provide written confirmation/certification of Content deletion.
• End-of-contract process: Session recordings will be deleted on an ongoing 90-day rolling basis.1 Additionally, unless otherwise required by applicable law, Customer Content shall automatically be deleted: 1) for paid accounts, ninety (90) days after the termination, cancellation, or expiration and, in each case, deprovisioning of Customer’s then-final subscription; or 2) for free accounts, after one (1) year of inactivity (e.g., no logins).; Upon written request, GoTo may provide written confirmation/certification of Content deletion.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: GoTo Contact Center provides comprehensive onboarding and offboarding documentation to help administrators and users manage account lifecycle activities effectively. The documentation is made accessible through multiple channels:; ; Online Support Center: All onboarding and offboarding guides, including step-by-step instructions, FAQs, and best practices, are publicly available on the GoTo Support Center (https://support.goto.com/connect). Searches can be performed by topic, ensuring quick access to relevant material.; PDF Downloads: Printable versions of the guides are available to download directly from the documentation website for offline reference or distribution.; Integrated Help: Within the GoTo admin console, contextual help links guide administrators to related documentation and procedures.; Accessibility Standards: Documentation is provided in formats compatible with screen readers and meets accessibility standards (such as WCAG), ensuring usability for persons with disabilities.; Regular Updates: Documentation is reviewed and updated regularly, with clear indications of last revision dates and version histories.; This multi-channel approach ensures that onboarding and offboarding information for GoTo Contact Center is easily accessible to all users and administrators at any time.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
• Application to install: Yes
• Compatible operating systems:
  • Android
  • IOS
  • MacOS
  • Windows
• Designed for use on mobile devices: Yes
• Differences between the mobile and desktop service: GoTo supports a smartphone app for both the iPhone and Android, providing softphone capability on mobile devices. In many cases, this is an excellent solution for bridging the gap between desktop and mobile . GoTo supports softphone only user deployments as well as the option to deploy physical phones. Users can access the softphone if desired in addition to their physical phone for no additional charge.
• Service interface: Yes
• User support accessibility: None or don’t know
• Description of service interface: The browser-based administrator portal provides secure, intuitive control over all system features from anywhere with Internet access. Administrators can view, configure, and modify user information, devices, extensions, and services, using drag-and-drop tools and wizards for tasks like creating user groups, managing permissions, editing dial plans, and uploading prompts or hold music. User administrators have nearly the same access as GoToConnect/ Contact Center support engineers, enabling self-service for almost every aspect of the hosted services. The portal is fully integrated into the solution and included at no extra cost, making management simple and efficient for customers.
• Accessibility standards: None or don’t know
• Description of accessibility: Please see the response below.
• Accessibility testing: At GoTo, we strive to make it easy for people to connect with others and accomplish their best work – simply, reliably, and securely. We want people with disabilities to work for us and with us, and we want people with disabilities to buy and use our services. For these reasons, we see accessibility not only as a social good but as an important business objective.; This accessibility plan documents our commitments to advance the objective of accessibility for all. We look forward to continuing this journey in service of our employees, customers, and users of all abilities.; GoTo Connect is developed with a commitment to accessibility. While not fully compliant with WCAG standards at this time, our use of the Chameleon Design System, which is being assessed for WCAG 2.1 AA compliance, provides a strong foundation. We are actively working to ensure that elements within the Chameleon Design System are substantially compliant and broadly incorporated into GoTo Connect services. ; Solution supports TTY, relay services, and provides visual voicemail with transcription options, aiding users with hearing or speech impairments.; Built-in closed captioning and real-time transcription are available for meetings, making video and audio content accessible to participants with hearing disabilities.
• API: Yes
• What users can and can't do using the API: GoTo Contact Center Complete enables powerful API, webhook, and event-driven integrations, allowing your organization to streamline operations and connect the phone system with core applications and services.GoTo Contact Center Complete offers documented REST APIs, allowing your organization to programmatically access system data, manage users and devices, retrieve call records, and automate administrative tasks. GoTo provides documentation, support, and sample code for developers building custom integrations. See documentation here: https://developer.goto.com/The platform supports event-driven webhooks, enabling real-time notifications and automated workflows triggered by specific events (such as new voicemails, inbound calls, or user activity). Please also see: https://support.goto.com/connect/help/contact-center-api-overview
• API documentation: Yes
• API documentation formats: Open API (also known as Swagger)
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: GoTo Contact Center offers various customization capabilities to tailor the solution to your organization’s specific needs. Here are some notable customization options:; 1. Interactive Voice Response (IVR) Customization: Create and modify call menus, routing rules, and prompts for customer journeys.; 2. Call Routing Rules: Set up custom call routing based on agent skills, time of day, or priority.; 3. Omnichannel Workflow Configuration: Customize how voice, chat, SMS, and email interactions are managed and distributed.; 4. Queue Management Settings: Adjust queue priorities, wait times, overflow rules, and announcements.; 5. Agent Permissions and Roles: Assign roles and permissions to agents and supervisors for tailored access.; 6. Dashboard and Reporting Customization: Select and configure KPIs and metrics displayed for live and historical reports.; 7. CRM and Third-party Integrations: Choose and customize integrations with CRMs or helpdesk systems (Salesforce, Zendesk, etc.).; 8. Automated Notifications and Alerts: Personalize automated notifications for agents, supervisors, or customers.; 9. Customer Feedback Survey Design: Modify survey questions, triggers, and delivery methods for post-interaction feedback.; 10. Outbound Campaign Settings: Configure outbound campaigns with customized scripts and dialing rules.

Scaling

• Independence of resources: GoTo leverages a multi-tenant architecture which is logically separated at the database level based on the organization’s GoTo account. Only authenticated parties are granted access. Solution is built with full redundancy of our data centers, reducing the risk of downtime and single-point-of-failure.

Analytics

• Service usage metrics: Yes
• Metrics types: GoTo Contact Center offers comprehensive reporting and analytics, including four default boards: Queue Caller, Agent Performance, Resolved Conversations, and Message Reports. Each board provides detailed, filterable insights—such as total calls, call outcomes, agent talk time, availability, resolved conversations, and SMS/MMS usage. Filters include time period, queues, agents, call types, conversation tags, and more, helping supervisors monitor call queues, agent performance, and messaging activity efficiently. Data is accessible historically, with message data downloadable for up to two months and retained for 13 months, supporting informed decision-making and operational improvements. Learn more: (https://support.goto.com/connect/help/how-do-i-access-goto-contact-analytics)
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: No
• FOCUS resource tagging: No

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: None

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: 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 another standard
  • Encryption of all physical media
  • Scale, obfuscating techniques, or data storage sharding
  • Other
• Other data at rest protection approach: Voicemail recordings, voicemail greetings, and call recordings are encrypted at rest using 256-bit AES encryption when stored in GoTo’s cloud storage.
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Data export is supported by Customers requesting this through the GoTocustomer support Care team; Reports can be exported to .csv format; Recordings are stored as .WAV files that can be convered into .MP4
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • .xml to export dial plan
  • API
  • .WAV files for voice recordings; can be converted to .MP4
• 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: GoTo employs comprehensive suite of perimeter protection tools, techniques, and services to safeguard against unauthorized network traffic entering our infrastructure. This includes:; • Intrusion detection systems that continuously monitor systems, services, networks; applications for any unauthorized access.; • Critical system and configuration file monitoring to ensure integrity and security of our infrastructure.; • Web application firewall and application-layer DDoS-prevention services that act as proxy for GoTo traffic; • A local application firewall that offers enhanced protection against OWASP top-10 vulnerabilities and web application threats.; • Host-based firewalls that filter inbound/outbound connections, including internal connections between GoTo-systems.
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • Other
• Other protection within supplier network: GoTo Contact Center implements end-to-end data security, ensuring communication data is always encrypted and never exposed in unencrypted form during transmission or within servers. It uses IETF-standard TLS (v1.2 or higher) to protect all network traffic, including customer content, with server authentication via public key certificates. Media streams are secured via sRTP and SIPS, and provisioning data to phones is also transmitted using TLS. GoTo recommends customers enable strong cryptography and keep software updated. TLS is supported for signaling between supported physical phones and the service. For more details, refer to the Terms of Service.

Availability and resilience

• Guaranteed availability: GoTo leverages a robust infrastructure designed for high availability and disaster recovery. Key aspects include:; GoTo Connect is currently hosted across multiple public cloud providers, with fully redundant computing and networking components. GoTo leverages both AWS and Oracle Cloud Infrastructure (OCI). Hosting locations are strategically situated to provide fast and reliable network access, minimizing round-trip latency for GoTo’s hosted services.; Each data center boasts fully redundant components, including power, cooling, and network infrastructure. This redundancy minimizes the impact of hardware failures and ensures uninterrupted service delivery.; GoTo Connect phones employ GeoDNS technology to automatically connect to the closest available data center. This dynamic routing ensures minimal disruption during localized outages. Additionally, each phone maintains a list of three data centers (primary, secondary, and tertiary) for seamless failover in case of primary data center unavailability.; GoTo adheres to stringent SSAE16 certification standards, ensuring robust disaster recovery protocols. The infrastructure utilizes redundant equipment and network paths, along with virtualization and cloud architecture, to provide complete software and process-level redundancy. This guarantees rapid service restoration even in the face of large-scale disasters.; GoTo conducts regular testing and updates of its business continuity and disaster recovery procedures, ensuring preparedness for various scenarios.
• Approach to resilience: Here's how we achieve industry-leading uptime and reliability:; ; Redundant Infrastructure: GoTo Connect Cloud is hosted on a robust and redundant infrastructure that spans multiple public cloud providers (AWS and Oracle Cloud Infrastructure). This multi-faceted approach ensures high availability and fault tolerance.; Geographic Diversity: Our infrastructure is strategically distributed across multiple regions in the United States, South America, and Asia Pacific. This geographic diversity minimizes the impact of regional outages and ensures low latency for users worldwide.; Network Redundancy: We maintain redundant network paths and equipment to eliminate single points of failure. This means that even if one part of the network experiences issues, your calls will be seamlessly routed through alternative paths, ensuring uninterrupted service.; Virtualization and Cloud Architecture: GoTo Connect leverages virtualization and cloud architecture to provide complete software and process-level redundancy. This means that your phone system is not reliant on any single physical server or component, further enhancing its resilience.
• Outage reporting: A public dashboard available at status page. Status updates can be provided via phone, e-mail, RSS Feed, etc. through the Trust Center webpage.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Authorized users of GoTo Contact Center include GoTo technical staff, customer administrators, and end-users. On-premises servers require VPN or jump host access; cloud components use SSU authentication. The platform supports SSO via SAML and integrates with APIs for provisioning. Administrators can enforce password policies, require SAML logins, and assign granular permissions. Super Administrators in the PBX portal can manage group permissions, configure PBX settings, update E911 addresses, access reports, handle billing, and control account settings, ensuring robust administrative oversight and security.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Identity federation with existing provider (for example Google Apps)
  • 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: 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

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards: Other
• Other security governance standards: TRUSTe Enterprise Privacy & Data Governance Practices Certification ; TRUSTe APEC CBPR and PRP Certifications; AICPA SOC 2 Type II and SOC 3 Type II ; BSI C5 (Cloud Computing Compliance Criteria Catalogue) ; PCI DSS compliance for eCommerce and payment environments.; Internal controls assessment required under a PCAOB annual financial statements audit.
• Information security policies and processes: GoTo maintains a comprehensive set of security policies and procedures that align with business goals, compliance and privacy programs, and overall corporate governance. These policies and procedures are reviewed and updated at least annually to support GoTo’s security and business objectives, adapt to changes in applicable laws, and meet industry standards. They have been established at GoTo and assist in defining the role of technology and management at our organization. It is aligned to ISO27001:2022. ; GoTo’s privacy and security awareness program educates employees on the importance of handling Personal Data and confidential information ethically, responsibly, and in compliance with applicable laws. Newly hired employees, contractors, and interns are introduced to security policies and the GoTo Code of Conduct and Business Ethics during onboarding. GoTo employees complete privacy and security awareness training quarterly, covering topics based on current trends and threats. Awareness activities occur throughout the year, including campaigns for Data Privacy Day, Cybersecurity Awareness Month, webinars with the Chief Information Security Officer, and a security champions program. To further strengthen our security posture, GoTo conducts monthly phishing simulation campaigns to ensure employees remain vigilant against phishing attacks. Where appropriate, employees may also be required to complete role-specific training.
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Supplier-defined controls
• Configuration and change management approach: Change Management is designed to ensure the highest level of performance and availability.. This process begins with recording and tracking all proposed changes, ensuring every modification is documented and monitored. Each change undergoes a thorough review and approval process, involving key-stakeholders to assess potential impacts/benefits. Once approved, changes are rigorously tested in a controlled environment to validate their effectiveness and identify any issues. Proper rollback plans are established to ensure that, in the event of unforeseen problems, changes can be safely reverted without disrupting service. This comprehensive approach ensures that our products remain reliable and available.
• Vulnerability management type: Supplier-defined controls
• Vulnerability management approach: GoTo employs an approach to safeguard the security and integrity of our systems/data. Our process involves systematically identifying, assessing, prioritizing, and remediating vulnerabilities. We utilize a variety of security tools, platforms, and external sources to detect vulnerabilities, followed by thorough reviews and rigorous testing to address any identified issues. We consolidate, correlate and interpret findings from diverse sources. GoTo’s Security-Automation-Framework-Engine is vital for remediation, accurately classifying and assigning vulnerabilities to ensure sustainable reduction over time. We continuously scan our cloud environments for vulnerabilities, sort them based on priority, and report them to engineering and management via SAFE, enabling prompt resolution.
• Protective monitoring type: Supplier-defined controls
• Protective monitoring approach: GoTo prioritizes security of our systems through comprehensive logging, monitoring, and alerting. These measures are designed to enhance our ability to detect and respond to suspicious activities promptly. We continuously collect and analyze security logs from our environments to; identify any anomalous or suspicious traffic. Our Security Operations Team monitors these logs in real-time, utilizing advanced detection mechanisms to flag potential threats. This proactive approach ensures that any identified vulnerabilities are swiftly addressed, maintaining the integrity and security of our environment. Our CSIRT is comprised of multiple specialized teams, each playing a critical role in safeguarding our digital environment.
• Incident management type: Supplier-defined controls
• Incident management approach: SOC employs advanced security sensors and analysis systems to identify potential issues. We've developed comprehensive incident-response procedures, including a documented IncidentResponsePlan (tested annually).; Plan's aligned with GoTo’s critical-communication processes, policies, and standard operating procedures. It's designed to identify, manage, and resolve suspected or identified security events across our systems and services. The plan outlines clear mechanisms for employees to report suspected security events and provides detailed escalation paths to follow.; GoTo utilizes a SIEM-tool; it helps correlate security-events to identify suspicious activities effectively. Suspected events are documented and escalated appropriately via standardized event tickets and are triaged based on criticality.
• Post-quantum cryptography secure: No

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 v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: Yes
• Free trial available: Yes
• Description of free trial: This will be discussed further along in the sales cycle.

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 10%
• Between £250,000 and £500,000: 10%
• Between £500,001 and £1,000,000: 10%
• Between £1,000,001 and £2,500,000: 10%
• Between £2,500,001 and £5,000,000: 10%
• Over £5,000,001: 10%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: A-LIGN
• ISO/IEC 27001 accreditation date: Friday 26 July 2019
• What the ISO/IEC 27001 doesn’t cover: GoTo Connect, GoTo Contact Centre, GoTo Connect CX, GoToMeeting and GoToWebinar are not included. ; Overall, GoTo maintains a comprehensive set of security policies and procedures that align with business goals, compliance and privacy programs, and overall corporate governance (aligned to ISO 27001:2022). These policies and procedures are reviewed and updated at least annually to support GoTo’s security and business objectives, adapt to changes in applicable laws, and meet industry standards.
• ISO 28000:2022 certification: No
• ISO 9001 certification: No
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Cyber essentials plus: No
• Cyber Essentials Alternative: In relation to the services you do not have a current and valid Cyber Essentials Plus certificate which has been awarded by one of the government approved Cyber Essentials accreditation bodies but you are working towards gaining it, and will be in a position to confirm that you have been awarded a current and valid Cyber Essentials Plus certificate by one of the government approved accreditation bodies within 12 months of the date of award.
• Other security certifications: Yes
• Any other security certifications:
  • AICPA SOC 2 Type II and SOC 3 Type II
  • BSI C5 (Cloud Computing Compliance Criteria)
  • TRUSTe Enterprise Privacy & Data Governance
  • TRUSTe APEC CBPR and PRP for cross-border data transfers

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Monitoring of employee engagement rates (by protected characteristic) and, where necessary, the development of actions to ensure all voices are heard across the diversity of the workforce
    • Employment contracts that reflect actual hours worked; steps taken to ensure employees understand their contracts and have the ability to review and adjust them if actual hours regularly exceed contracted hours
    • Activities that support an environment where staff are educated about, and feel empowered to, address their physical wellbeing
    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Activities to cascade good practice on fair working conditions throughout the supply chain
    • Offer a pay and leave entitlement to all eligible staff who become kinship carers, ideally equivalent to statutory adoption pay and leave
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Monitoring and reporting of gender and ethnicity pay gaps and plans to address them where necessary
    • Understanding of in-work progression issues affecting the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
    • Activities to support relevant sector related skills growth and sustainability in the contract workforce. Illustrative examples: careers talks, curriculum support, literacy support, safety talks and volunteering

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Collaborative ways of working with the supply chain to deliver additional environmental benefits in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
    • Activities to reconnect people with the environment and increase awareness of ways to protect and enhance it

  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Understanding of the issues affecting inequality in employment, skills and pay in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors. Measures to tackle inequality in employment, skills and pay in the contract workforce

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce
    • Understanding barriers to access to health and social care services or employment opportunities e.g. digital inclusion
    • Inclusive and accessible recruitment practices, development practices and retention policies that support-focused activities including those provided in the Guide for line managers on recruiting, managing and developing which support people with a disability or health condition
    • Actions to invest in the physical and mental health and wellbeing of the contract workforce

Service documents

• Pricing document

  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 kurt.snodgrass@goto.com. Tell them what format you need. It will help if you say what assistive technology you use.