Questionmark OnDemand

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: Questionmark OnDemand works with any LMS that supports SCORM, LTI or AICC including SuccessFactors, Workday Learning and Moodle.
Cloud deployment model: Private cloud
Service constraints: Questionmark OnDemand is available 24/7 365 days a year. There is scheduled maintenance on the 3rd Saturday of each month that rarely involves some downtime.
System requirements: Questionmark OnDemand simply requires a standard browser

User support

Email or online ticketing support: Email or online ticketing
Support response times: Response time SLAs are set out in our terms and conditions. Severity one issues are responded to within 4 hours. See our terms and conditions for fuller SLAs.
User can manage status and priority of support tickets: Yes
Online ticketing support accessibility: WCAG 2.1 A
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: WCAG 2.1 A
Web chat accessibility testing: None.
Onsite support: Yes, at extra cost
Support levels: Questionmark provides extensive technical support and email, phone and chat support is included for a number of different designated contacts within the service. There is also comprehensive documentation.

Support has response time SLAs set out in our terms and conditions.
Support available to third parties: Yes

Onboarding and offboarding

Getting started: Work with a Questionmark expert to design and deliver an onsite, hands-on training course that will help your organisation get the most out of Questionmark OnDemand. Potential topics include:
Authoring assessments using Questionmark Authoring Manager,
Using participant management scheduling features,
Understanding and using Questionmark's blended delivery options,
Generate reports based on assessment results, Using Questionmark Enterprise Reporter and Questionmark Analytics

Participants are challenged to execute assessment development tasks using the software. Exercise materials are provided, but participants are encouraged to bring their own assessment content to the course and may substitute their own projects for the classroom exercises, where applicable.

Course modules may be comprised of multiple activities, with different activities designed for motivation, comprehension, practice, and application. Exercises can be crafted with your input to reflect authentic assessment-related tasks and contexts.

There is also a large array of documentation and advice available on the Questionmark website. There is also a dedicated account manager available for any questions that may occur.
Service documentation: Yes
Documentation formats: HTML

PDF
End-of-contract data extraction: If the customer decides to terminate rather than renew their use of Questionmark OnDemand, an export of data in a standard format can be made available at no charge.
End-of-contract process: If the customer chooses not to renew and decides to terminate their use of Questionmark OnDemand, an export of data in a standard format can be made available at no charge.

Using the service

Web browser interface: Yes
Supported browsers: Microsoft Edge

Firefox

Chrome

Safari

Opera
Application to install: No
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: We use responsive design, and there is very little difference in the mobile service and desktop service. Questionmark OnDemand adapts itself to fit the screen size required, with all elements of the portal still easily accessible on the screen.
Service interface: No
User support accessibility: WCAG 2.1 A
API: Yes
What users can and can't do using the API: Questionmark supports several APIs with full details at https://www.questionmark.com/developer/api.

Questionmark's Application Programming Interfaces (APIs) allow rich integrations between Questionmark technologies and third-party applications.

Results API:
Based on the Open Data Protocol, Questionmark's Results API is a REST-ful data service that can be used to retrieve result data from a user's Results Warehouse. The Results API allows customers to import result data into statistical analysis tools like Microsoft Excel and create reportlets to help them analyse their data.

QMWISe (Questionmark Web Integration Services environment):
QMWISe is a web-service interface to Questionmark based on SOAP messaging. QMWISe provides a secure interface to the Questionmark database.

PIP (Perception Integration Protocol):
PIP is a lightweight interface to Questionmark's delivery system. PIP files provide assessment launch and callback capabilities using HTTP query strings and Questionmark variables. PIP is also used to enable support for SCORM and AICC protocols.

Delivery OData API and xApi endpoint

SAML integration SSO
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Questionmark OnDemand can be customised for a variety of needs. The template can be altered graphically to reflect the company using OnDemand, and there are a multitude of reporting and analytics that are customisable through OData and APIs.

Scaling

Independence of resources: Questionmark uses redundant load balancers to ensure the availability of their OnDemand service. Additionally, OnDemand service resources are monitored and dynamically allotted as needed.

Analytics

Service usage metrics: Yes
Metrics types: We have a number of different reports that can be used for service usage metrics, including but not limited to Annual / Quarterly / Monthly Activity Dashboards containing: Results Overview, Participants Overview, Assessments Overview, Participant Groups, Results Outcomes, Usage Report.
Reporting types: API access

Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Conforms to BS7858:2019
Government security clearance: Up to Developed Vetting (DV)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: United Kingdom
User control over data storage and processing locations: 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: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with CSA CCM v3.0

Physical access control, complying with SSAE-16 / ISAE 3402

Physical access control, complying with another standard

Other
Other data at rest protection approach: The service is protected by redundant firewalls and each server in the various tiers is protected by a host-level firewall. A Bastion Host is used to allow system maintenance without damaging system security or integrity.
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: There are a variety of export capabilities within the software including in Excel, CSV and PDF formats.
Data export formats: CSV

Other
Other data export formats: Excel

PDF

Feed
Data import formats: CSV

Other
Other data import formats: ASCII

Blackboard

LXR Merge

Moodle XML

QTI 1.2 XML

Excel

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)

Other
Other protection within supplier network: Firewall, Antivirus, Intrusion Prevention System. Additionally, the OnDemand service is hosted in a data centre isolated from Questionmark's internal systems.

Availability and resilience

Guaranteed availability: Using all the systems and security we have in place, we target a 99.9% uptime of Questionmark OnDemand. During 2021, our actual uptime was about 99.99%.
Approach to resilience: Questionmark uses a Data Center that provides the following features and safeguards:

Physical security measures:

The physical security of the building and servers are maintained by 24-hour manned security & intruder/security breach alarms, Smart Card access policies and internal and external CCTV systems. The data center does not include signage that could identify it as a data center.

Environmental monitoring:

The Network Operation Center (NOC) monitors alerts (visual, audible and via email) and engages the personnel at the data center to resolve issues. There are 24 x 7 environmental monitoring systems, fire alarm status and FM200 fire suppression equipment, N+1 redundant Heating Ventilation Air Conditioning (HVAC) system and a controlled environment with room temperature 24°C +/- 2°C.

Data Center Certifications:

The Data Center is compliant with the ISO 9001 Quality Management System standard and the ISO 27001 Information Security Management System standard
Outage reporting: Questionmark provides notification of service outages via email notifications. Additionally, the status of the OnDemand service is available at http://status.questionmark.com/.

Identity and authentication

User authentication needed: Yes
User authentication: Username or password

Other
Other user authentication: Customers could set up a number of requirements around login integrated with LMS supporting SAML 2.0 or the portal provided. This can support 2 factor authentication and works with third party identity providers.
Access restrictions in management interfaces and support channels: Questionmark uses Role Based Access Controls to enforce the rule of least privilege.
Access restriction testing frequency: At least every 6 months
Management access authentication: 2-factor authentication

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 contact the support team to get audit information
How long user audit data is stored for: Between 6 months and 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: Between 6 months and 12 months
How long system logs are stored for: Between 6 months and 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: BSI
ISO/IEC 27001 accreditation date: 28/06/2017
What the ISO/IEC 27001 doesn’t cover: Our scope is broad and covers all our operations under G-Cloud. See certificate at https://www.questionmark.com/go/iso-27001-certificate
ISO 28000:2007 certification: No
CSA STAR certification: Yes
CSA STAR accreditation date: 20/12/2019
CSA STAR certification level: Level 1: CSA STAR Self-Assessment
What the CSA STAR doesn’t cover: Our entire Questionmark OnDemand service is covered by our CSA STAR self-assessment.
PCI certification: No
Cyber essentials: Yes
Cyber essentials plus: No
Other security certifications: No

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001
Information security policies and processes: Questionmark's Information Security Policy is reviewed and approved by the Learnosity executive leadership at least annually.

Questionmark has a comprehensive Data Security Policy in place that applies to all employees and a small number of authorized contractors (quasi-employees). Here is a summary of the policy regarding employees:
• Background checks are carried out on all new employees.
• Employees are required to sign a confidentiality agreement and commit to Questionmark’s Data Security Policy
• Data Security training is given to each new employee.
• Data security and information security awareness briefings are given to all employees regularly.
• Questionmark’s Chief Information Security Officer is responsible for compliance and recording breaches if and when they occur.
• All employees must pass annual tests on Questionmark’s Data Security Policy.
• GDPR Compliance Procedure

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: All releases are tested in a development setup, then moved to staging and tested there before being moved to production. There is an automated deployment mechanism with sign-off at each stage. Further information is available in our description of Questionmark security, available under NDA.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: Questionmark triages vulnerabilities and remediates them in a timeline based on risk. Additionally, the Questionmark Security Team monitors supplier and industry security feeds for security issues in system software. These issues are triaged for applicability and severity then tested, patches or remediation’s are applied immediately or within the monthly release cycle, based on risk.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: Questionmark's OnDemand service is monitored 24/7 by the data centre Network Operations Centre and we have several other alerting systems.

We have a comprehensive incident response plan which is regularly tested by table top testing.
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: Questionmark maintains a robust and well-tested Security Incident Response Plan to address all potential security incidents. Users can report incidents to technical support.

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 v3.0)

Public sector networks

Connection to public sector networks: No

Fighting climate change: Fighting climate change

There are significant benefits to online assessment as it’s possible to take a test at the home or office without having to travel to a test center. This can significantly reduce travel, which impacts climate change. There is also a follow-on effect that online assessment makes it easier to conduct training online, which also means potentially less travel for training purposes.
Covid-19 recovery: Covid-19 recovery

Questionmark OnDemand is an online assessment platform which can be used by businesses to help them adjust to hybrid work model and/or fully remote after pandemic. By using Questionmark OnDemand, businesses or government departments can test the skills of employees and adjust their working policies, e.g. which tasks could be better done at home vs office, address concerns which working from home may bring, as well as assess wellbeing of employees and ensure the right support is provided.
Equal opportunity: Equal opportunity

Online assessments are available to all and open up work or life chances to people who are remote, people who have disabilities and people who are unable to travel. The Questionmark assessment platform provides reports with data on skills and abilities of people who are tested, meaning that any decisions taken by leaders can be objective and meritocratic.
Wellbeing: Wellbeing

By being able to take a test from anywhere, including your home, it reduces unnecessary stress from a person - do not need to think about travel arrangements, travel and time schedules, etc. It also potentially opens up new opportunities.

Pricing

Price: £6,235 to £316,800 a licence a year
Discount for educational organisations: No
Free trial available: Yes
Description of free trial: We provide a 30 day free trial to allow evaluation of the service. When applying for a free trial you will be contacted by our team briefly, and set you up with a zone meeting your requirements. This usually lasts for 30 days unless extenuating circumstances.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

Questionmark OnDemand

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents