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 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
• Customisable SMS communications through our Twillio integration

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

£6,000.00 a licence a year

• Free trial available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

  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 ioana@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

882086844173516

Contact

Ioana Staicu
+44 131 677 9777
ioana@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

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

• Modern Slavery statement

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