Appointedd

Online Appointment and Event Booking Software

A flexible and scalable online bookings solution for scheduling and automated communication to improve online customer experiences.

Features

  • Mobile and tablet responsive
  • ISO27001 Accredited
  • Dynamic and customisable email and SMS communications
  • Open API
  • Evergreen
  • Multi-timezone, currency and multi-lingual capabilities
  • In-depth reporting through data insights
  • 24/7 human support
  • Native platform, payment and social integrations

Benefits

  • Improved efficiency and time reduced through manual scheduling
  • Single platform to support all your scheduling needs
  • Take bookings 24/7
  • Capture essential booking information automatically
  • Improve customer experience and satisfaction scores
  • Flexible and customisable booking tools

Pricing

£6,000.00 a licence a year

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 zoe.fraser@appointedd.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 8 2 0 8 6 8 4 4 1 7 3 5 1 6

Contact

Appointedd Zoe Fraser
Telephone: +44 7800 637451
Email: zoe.fraser@appointedd.com

Service scope

Software add-on or extension
No
Cloud deployment model
Public cloud
Service constraints
The service requires access to an internet connection.
System requirements
  • Internet connection
  • Modern browser

User support

Email or online ticketing support
Email or online ticketing
Support response times
Average response time 5 minutes, with a 2-hour guarantee.
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
24 hours, 7 days a week
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
Intercom complies with WCAG 2.0 Level AA. The web chat feature is made accessible through screen reader support, meaning the messenger is available via screen readers. Additional accessibility features include colour contrast and keyboard navigation making the web messenger clearly visible when using colours with enough contrast, and ensuring every component of the messenger can be accessed using a keyboard without requiring a mouse or trackpad. Visual indicators of focus are also present for sighted users.
Web chat accessibility testing
Our web chat is supplied by a third party, Intercom.
Onsite support
No
Support levels
Support is available to all customers 24/7 via web messenger. In addition, Enterprise Customers are entitled to Account Managed support Mon-Fri, 9-5 with a guaranteed response time of 2 hours. Account management support includes, but is not limited to;
- Strategic guidance
- Implementation and service set-up
- Configuration changes
- Employee training
- Product queries and issues
- Technical guidance and support
Support available to third parties
Yes

Onboarding and offboarding

Getting started
Enterprise clients are taken through a thorough onboarding process involving account configuration and implementation, testing, platform training, with on-demand support from assigned Customer Success Manager and Client Partners. Support articles and 24/7 chat support are also available and can be accessed at any time.
Service documentation
Yes
Documentation formats
HTML
End-of-contract data extraction
Data can be exported as CSV, or as JSON via our API.
End-of-contract process
When closing an account at the end of an agreed contract term there are no additional costs involved in closing the account and obtaining client data. When the account is closed, all data can be downloaded by the Buyer in CSV or JSON format. Data is marked for permanent deletion which happens 180 days after account closure, or sooner upon the Buyer's request. Deleted data is retained for a further 30 days in encrypted backups before being removed entirely.

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
Yes
Differences between the mobile and desktop service
N/A
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The interface is built upon web technologies and is usable on any device and any modern browser.
Accessibility standards
WCAG 2.1 AAA
Accessibility testing
Our enterprise booking tools have been audited by an accredited member of the WCAG Working group. Other interfaces such as our standard booking tools, and web application management interface, have not been tested to WCAG standards.
API
Yes
What users can and can't do using the API
Users can use our API to;
- Search for available slots
- Create a booking
- Update a booking
- Update a customer on a booking
- Remove a customer from a booking
- Create a customer
- Update a customer
- Delete a customer
- List bookings
- List customers
- List services
- List resources
- Update a resource
- Create a resource
- Update resource schedules

Limitations include;
- Modifying services (can't update or delete)
- Processing payments
- Managing video conferencing
- API request size limit of 10.24 kilobytes
API documentation
Yes
API documentation formats
Open API (also known as Swagger)
API sandbox or test environment
Yes
Customisation available
Yes
Description of customisation
Our product is an out of the box solution which can be customised in numerous ways to achieve the intended solution for our clients.

Frontend;
- Frontend brand customisation: adding visuals, fonts, brand colours to the bookable widgets.
- Geo-search functionality for multi sites
- Use of API to customise booking flow
- Localisation to browser language
- Payment integrations (Stripe, Square and Braintree)
- Unlimited booking widgets
- Widgets can be embedded within your website or hosted on a landing page by Appointedd

Backend;
- Customisation of back end - services, resources and assets
- HTML configuration of advanced communications: fully customisable to include branding and copyright
- HTML header and footer for basic communications
- Head quarters access to all of the sites
- API integrations to CRMs
- Webhook integrations
- Calendar sync with all major calendar providers
- Zapier integration
- SMS tool integrations
- Live selling tool integrations
- Live video integrations
- Facebook and Instagram integrations (bookable via social media)
- SSO enabled
- MFA enabled

Scaling

Independence of resources
Distributed systems and serverless technology make sure systems can process high volumes of traffic at scale. The elastic infrastructure allows us to scale quickly to handle high volumes of traffic. Load balancers react to changes in traffic and CPU usage and automatically deploy more servers to split incoming traffic between to ensure there are always more than enough resources to meet demand and provide continuous availability.

Analytics

Service usage metrics
Yes
Metrics types
Reporting is available in accounts to see analytics on how many customers or bookings have been created.
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 Security Clearance (SC)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
  • European Economic Area (EEA)
  • Other locations
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
Encryption of all physical media
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
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
Data can be exported as CSV, or as JSON via our API.
Data export formats
  • CSV
  • Other
Other data export formats
JSON via our API
Data import formats
  • CSV
  • Other
Other data import formats
JSON

Data-in-transit protection

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

Availability and resilience

Guaranteed availability
We guarantee 99.90% uptime, with a Recovery Time Objective (RTO) of 6 hours, and a Recovery Point Objective (RPO) of 2 hours.
In the event of a failure, credits or rebates are offered depending on each individual case. This has not happened previously.
Approach to resilience
Our infrastructure is all deployed to AWS eu-west-1, and all systems autoscale resources autonomously using a mix of elastic load balancing, and serverless architectures. All systems are provisioned at a baseline with more capacity than is required.
Outage reporting
Self serve via http://status.appointedd.com and outreach from account managers.

Identity and authentication

User authentication needed
Yes
User authentication
  • 2-factor authentication
  • Username or password
  • Other
Other user authentication
SAML2 SSO
Access restrictions in management interfaces and support channels
We have three levels of user permission; Admin, standard and restricted. Admin users can manage user permissions and billing, standard users can manage everything but user permissions and billing, and restricted users can only access the online booking calendar, and optionally their availability schedule. All user levels can access support channels.
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
SGS
ISO/IEC 27001 accreditation date
07/02/2020
What the ISO/IEC 27001 doesn’t cover
The only control not in scope is A.11.1.6 Delivery and loading
areas.
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
Yes
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
Our company and infrastructure complies with ISO27001. All new starts undergo training within the first two weeks. Regular topic specific training sessions are scheduled throughout the year, and all employees undergo annual refresher training.
We have an information security management team who monitor compliance and report to the CEO.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Our change managment process conforms to ISO27001.

The key components of Appointedd's Software Development Process for the purposes of change management are:
- Planning the required changes
- Version control
- Development, code reviews and testing
- Release process

Appointedd's Software development process follows agile principles and is defined to be flexible in specifics in order to safely, rapidly, and repeatedly define, test, deliver and verify changes. The key elements outlined above, however, will always exist and be documented as part of the process.
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
Our systems and infrastructure are tested by CREST accredited third parties twice per year. We use all reasonable endeavours to implement fixes for identified vulnerabilities within the following time scales;
CVSS rating of critical: within 30 days of identification
CVSS rating of high: within 60 days of identification
CVSS rating of medium: within 120 days of identification
CVSS rating of low or below: are assessed for addition to the product backlog or for scoping into future projects or upgrades.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
We have AWS GuardDuty enabled on our infrastructure which continuously monitors analyses logs and behaviour which immediately alerts us if an anomaly or unauthorised usage is detected.
Incident management type
Supplier-defined controls
Incident management approach
In the event of an incident, an incident manager will be assigned. All Information Security Incidents shall be managed in accordance with the Incident Management Process/Checklist (this includes management processes in both the immediate, short and long term such as having a retrospective and future product changes).

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

Appointedd software allows customers and businesses to plan in advance and facilitate remote appointments and bookings, reducing the need for unnecessary travel and wasted journeys.
As a cloud based software solution that has encrypted back-ups, negates the need for the buyer to have any printed back-ups. The automation of communications and capturing of data available within the software, eradicates the need for pen, paper and printed confirmations, supporting in the reduction of office waste.
Covid-19 recovery

Covid-19 recovery

Appointedd software has supported Covid-19 recovery efforts by facilitating remote and virtual services and allowing for capacity management in businesses. Our software allows businesses to manage the number of customers entering their premises at any given time, ensuring safety measures are adhered to and follow government guidelines. Our native video conferencing integrations allow for in-person meetings and services to take place remotely. Our solution also facilitates ‘buffers’, allowing adequate time in between appointments to ensure areas are sanitised and cleaned for the next customer.
Tackling economic inequality

Tackling economic inequality

Appointedd offers best in class, affordable software for small businesses through our self-serve offering. Our evergreen software allows businesses to benefit from continuous developments and features with no hidden or additional costs. We support charitable organisations including community run food banks in rolling out essential appointment systems to manage the growing number of people who rely on these crucial, volunteer run programmes.
Equal opportunity

Equal opportunity

As a female founded business, equality and inclusion is at the forefront of all Appointedd’s business activities. Our booking platform is available in 15 languages (and growing) with timezone and browser location detection. Our software substantially conforms to WCAG, and we are ADA compliant, so users who operate with keyboard and/or voice controls are able to make bookings without friction via our enterprise widget.
Our platform supports businesses in setting-up and customising their booking flow, allowing for inclusive questions to be asked during the booking process. This helps organisations in ensuring everyone is catered for and all needs are met.
Wellbeing

Wellbeing

Appointedd’s booking software supports organisations in ensuring best practice follow up and support is provided for all users. Our dynamic communications feature allows for automated emails and/or SMS follow ups and reminders ensuring users receive appropriate aftercare and the right guidance all the way through the appointment process. Our built-in CRM allows organisations to track and keep confidential client records, so businesses can maintain up-to-date notes, again supporting the provision of great customer care and wellbeing.

Pricing

Price
£6,000.00 a licence a year
Discount for educational organisations
No
Free trial available
Yes
Description of free trial
Appointedd's free trial is available for an initial 14-day period following sign-up. Enterprise widgets and data insights features are not available for the duration of the free trial.
Link to free trial
https://setup.appointedd.com/?_ga=2.84572828.401398329.1652087649-789892707.1640249813&_gac=1.92480111.1651484850.CjwKCAjwgr6TBhAGEiwA3aVuIeGYg89sSI3ndGfhU2dFRyWA9R9ndgTiMPl6GmGLoyIsh1XlexRfvhoCLWAQAvD_BwE

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 zoe.fraser@appointedd.com. Tell them what format you need. It will help if you say what assistive technology you use.